We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5844926
1 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-5844926 The complaint Miss N complains Ageas Insurance Limited (Ageas) didn’t agree to continue providing her with insurance under her motorcycle insurance policy following her changing her motorcycle’s registration. What happened The circumstances of this complaint will be well kno... (3 pages)View decision -
Decision Reference DRN-5879755
1 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5879755 The complaint Mrs P complains that AXA Insurance UK Plc (“AXA”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a Japanese car-maker and first registered in 2023. Mrs P lives ... (4 pages)View decision -
Decision Reference DRN-5907382
1 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5907382 The complaint Mrs B has complained that AWP P&C S.A. declined a claim she made on a travel insurance policy. What happened Mrs B was due to take a trip abroad in October 2024. Unfortunately, she was unable to stay at her intended accommodation due to her host experienci... (2 pages)View decision -
Decision Reference DRN-5769450
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5769450 The complaint X’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (11 pages)View decision -
Decision Reference DRN-5851913
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5851913 The complaint Mr G complains Monzo Bank Limited (Monzo) refuse to remove a default from his credit file. What happened Mr G says Monzo recorded a default on his credit file in April 2024, following a disputed chargeback transaction of £98.70 which left his personal account o... (2 pages)View decision -
Decision Reference DRN-5986578
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986578 The complaint E’s complaint is about a claim it made on its Aviva Insurance Limited (‘Aviva’) business protection insurance policy, which Aviva declined. E says Aviva treated it unfairly. E’s complaint is brought by Ms D, but I shall refer to all submissions as being E’s ow... (2 pages)View decision -
Decision Reference DRN-5844815
1 Dec 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5844815 The complaint Miss N complains about the way her motorcycle insurance policy was administered by Atlanta Insurance Intermediaries Limited (Atlanta) leading to her policy being cancelled. What happened The circumstances of this complaint will be well known to both parties and... (2 pages)View decision -
Decision Reference DRN-5809606
1 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5809606 The complaint Mr T complains that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly turned down his claim for damages to his vehicle under a motor insurance policy. What happened The circumstances of this case are well known to both parties but... (2 pages)View decision -
Decision Reference DRN-5873635
1 Dec 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5873635 The complaint Mr A says Scottish Equitable plc trading as Aegon (Scottish Equitable) hasn’t applied contributions to his pension correctly. What happened Mr A had a pension plan with Scottish Equitable. In August 2024 Scottish Equitable upgraded its systems. Unfortunately, ... (3 pages)View decision -
Decision Reference DRN-5908024
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5908024 The complaint Ms K complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, between April and July 2024 Ms K made numerous ... (2 pages)View decision