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-5781238
25 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5781238 The complaint Mr A complains Liverpool Victoria Insurance Company Limited unfairly voided his motor insurance policy. What happened Mr A’s car was stolen but recovered. He claimed for theft related damage against his LV motor insurance policy. However, LV avoided his policy... (5 pages)View decision -
Decision Reference DRN-5753345
25 Nov 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5753345 The complaint Mr K complains that Loans 2 Go Limited (L2G) acted irresponsibly by agreeing to lend to him. What happened Around March 2022 Mr K entered into a Fixed Sum loan agreement with L2G for £1,000. The total amount repayable was £3,700.08 over 18 months by monthly ins... (3 pages)View decision -
Decision Reference DRN-5972874
25 Nov 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5972874 The complaint Mrs B’s complaint about St. James’s Place Wealth Management Plc (‘SJP’) concerns the poor performance of her pension she says she has experienced since investing and despite paying for advice and ongoing management of her funds. She says she was given inflated ... (10 pages)View decision -
Decision Reference DRN-5828135
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5828135 The complaint Mr W is the executor of his wife’s estate. He is also the main beneficiary. He complains that Bank of Scotland plc will not pay to the estate the balance of an ISA in his wife’s name. The bank trades in this case under its Halifax brand. What happened Mrs W die... (2 pages)View decision -
Decision Reference DRN-5932737
25 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5932737 The complaint Mr C complains West Bay Insurance Plc (West Bay) has held him at fault for an accident under his motor insurance policy. He also complains about the way his claim was handled and the repairs to his vehicle. What happened The circumstances of this complaint will... (5 pages)View decision -
Decision Reference DRN-5764767
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764767 The complaint Miss C complains that Aviva Insurance Limited (“Aviva”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a multi-purpose vehicle first registered in 2021. For the period from l... (3 pages)View decision -
Decision Reference DRN-5974268
25 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5974268 The complaint Dr P is unhappy with the decision by Covea Insurance plc (Covea) about the renewal of her lifetime pet insurance policies. What happened Dr P took out pet insurance for her two dogs through her broker in 2024 underwritten by W. Before the renewal of her polici... (2 pages)View decision -
Decision Reference DRN-5973947
25 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5973947 The complaint Mr C complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr C was approved for an MBNA credit card in April 2022 for a £4,500 credit limit. Mr C says this was irresponsibly lent to him, and he made a complaint to MBNA, who did n... (4 pages)View decision -
Decision Reference DRN-5939588
25 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5939588 The complaint Mr M has complained about how Great Lakes Insurance UK Limited (Great Lakes) settled a claim under his mobile phone policy. References to Great Lakes include companies acting on its behalf. What happened Mr M made a claim for his laptop. At Great Lakes’ reque... (3 pages)View decision -
Decision Reference DRN-5760773
25 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5760773 The complaint Mr Y has complained that Astrenska Insurance Limited unfairly and unreasonably declined to deal with his claim under his mobile phone insurance policy when his phone had broken down. Mr Y is represented by his wife Mrs H but I shall just refer to Mr Y througho... (4 pages)View decision