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 381082 results
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Decision Reference DRN-5738485
6 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5738485 The complaint Mr E has complained about Covea Insurance Plc’s rejection of his claim under his home insurance policy for internal damage to his home. And about the service it provided when considering the claim. What happened Mr E has said he spotted some damp inside his ho... (4 pages)View decision -
Decision Reference DRN-5548523
6 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5548523 The complaint Mr S has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under a mobile phone insurance policy. What happened Mr S made a claim for a mobile phone. Assurant assessed the claim. It checked the phone’s find my phone servic... (2 pages)View decision -
Decision Reference DRN-5731328
6 Aug 2025 Newcastle Building Society UpheldMortgagesDRN-5731328 The complaint Mr B complains that Newcastle Building Society (NBS) treats him as a mortgage customer when he understood he was only acting as guarantor for a mortgage for his son and daughter-in-law. He also says that it has failed to communicate with him properly about the ... (5 pages)View decision -
Decision Reference DRN-5690055
6 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5690055 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5190567
6 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5190567 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5737915
6 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5737915 The complaint The executors of the estate of Mr P (‘Mr P2’) have complained about the advice the late Mr P2 received from St James’s Place Wealth Management Plc (‘SJPWM’). The executors say the estate has had to pay additional taxes in the US because of the advice he was giv... (8 pages)View decision -
Decision Reference DRN-5715506
6 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5715506 The complaint Mr B complains about AWP P&C S.A.’s handling of his claim against his travel insurance policy and its decision to decline his claim. Reference to AWP includes its agents. What happened In summary, Mr B has travel insurance underwritten by AWP. He planned a... (4 pages)View decision -
Decision Reference DRN-5738102
6 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5738102 The complaint Miss F has complained about her car insurer AXA Insurance UK Plc. She thinks it caused delays in handling an accident claim which have impacted the price of two (now possibly three) policy renewals. What happened Miss F was involved in an accident on 14 Februa... (3 pages)View decision -
Decision Reference DRN-5709194
6 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5709194 The complaint Mr G complains that Barclays Bank UK PLC sent a field agent to visit his home, which he said was against his explicit instructions. Mr G said the agent’s visit was never going to be productive, and he thought the debt didn’t exist anyway, as Barclays later wrot... (3 pages)View decision -
Decision Reference DRN-5656119
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5656119 The complaint Miss U complains that Barclays Bank UK PLC reported late payment markers on her credit file. What happened Miss U holds a credit card account with Barclays. In 2024 the account fell into arrears. Barclays wrote to Miss U about the missed paymnt sin October 2024... (2 pages)View decision
