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 362196 results
-
Decision Reference DRN-5292665
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5292665 The complaint Ms P, who runs a small business, has complained about Aviva Insurance Limited. Aviva provides the insurance for her business premises and she thinks it’s acted unreasonably regarding a claim she made when there was a break-in. A broker has been representing Ms... (3 pages)View decision -
Decision Reference DRN-5190747
20 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5190747 The complaint A limited company, which I will refer to as G, complains about the decision of The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual to decline its commercial vehicle insurance claim. What happened The following is intended onl... (5 pages)View decision -
Decision Reference DRN-5411994
20 Mar 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5411994 The complaint Mrs H is unhappy that Red Sands Insurance Company (Europe) Limited withdrew cover under her annual travel insurance policy. What happened The background to this complaint is well known to the parties. In summary when a medical development meant Mrs H would hav... (3 pages)View decision -
Decision Reference DRN-5267182
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267182 The complaint Mr B complains that Revolut Ltd won’t let him open an account. What happened Mr B had two accounts with Revolut. The first account opened in 2023. In August 2024 Revolut closed this account. The next day, Mr B applied for a new account with Revolut. Revolut clo... (2 pages)View decision -
Decision Reference DRN-5367579
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5367579 The complaint Mr C complains U K Insurance Limited unfairly declined his landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happened Mr C rented out a pro... (3 pages)View decision -
Decision Reference DRN-5344283
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5344283 The complaint Mr M complains that U K Insurance Limited (“UKI”) unfairly disposed of the salvage of his car after an accident, and didn’t recover the claim costs effectively, under his motor insurance policy. What happened Mr M was involved in an accident he wasn’t at fault ... (3 pages)View decision -
Decision Reference DRN-5245313
20 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5245313 The complaint Mr F is unhappy that Kroo Bank Ltd will not refund £5,799.13 that he lost as the result of a scam. What happened As both parties are familiar with the details of the scam I will not repeat them in full here. In summary, Mr F fell victim to a safe account scam.... (3 pages)View decision -
Decision Reference DRN-4886301
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4886301 The complaint Mr M complains that Revolut Ltd (“Revolut”) have failed to refund money that Mr M lost as part of a scam. What happened Mr M met someone on a dating sight who was actually a scammer that I will call B. B said that they invested in a crypto trading company that ... (3 pages)View decision -
Decision Reference DRN-5398873
20 Mar 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5398873 The complaint A limited company, which I will refer to as C, complains about the settlement of its commercial liability claim by Markel International Insurance Company Limited. What happened The parties are aware of the circumstances, so the following is intended only as a b... (5 pages)View decision -
Decision Reference DRN-5037655
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037655 The complaint E’s complaint is that HSBC UK Bank Plc hasn’t refunded money it says was lost to a scam. Mr L is a director of E and has brought the complaint on its behalf. What happened The background to this complaint is well-known to all parties and so I’ll keep my summary... (3 pages)View decision
