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 381196 results
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Decision Reference DRN-5491868
25 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5491868 The complaint Mr S complains that Assurant General Insurance Limited has refused to fix his mobile phone under the warranty following a repair. Any reference to Assurant also relates to its agents. What happened Mr S has a mobile phone insurance policy through his bank acc... (2 pages)View decision -
Decision Reference DRN-5703145
25 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5703145 The complaint Mr and Mrs A complain that AWP P&C S.A. (AWP) has unfairly handled a claim made on their home emergency policy. Mr and Mrs A complain that AWP caused avoidable delays and failed to complete a repair to their boiler in a timely manner. This resulted with the... (4 pages)View decision -
Decision Reference DRN-5715282
25 Jul 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5715282 The complaint Mr W complains about how Atlanta Insurance Intermediaries Limited handled claims he made on his motor insurance policy. Reference to Atlanta includes its agents. What happened Mr W held a motor insurance policy arranged by Atlanta. The policy was with an insure... (3 pages)View decision -
Decision Reference DRN-4994076
25 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4994076 The complaint D, a sole trader, has complained Metro Bank PLC did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened D operates as a small business and holds an account with a bank that I’ll refer to as L. They hav... (3 pages)View decision -
Decision Reference DRN-5671134
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5671134 The complaint Miss S on behalf of her daughter Miss W complains about the service received from Barclays Bank UK PLC (“Barclays”) following unrecognised transactions on Miss W’s account. In particular, Miss S is unhappy with the service Miss W received over the phone and say... (3 pages)View decision -
Decision Reference DRN-5552346
25 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5552346 The complaint Mr W has complained about the total loss settlement esure Insurance Limited paid when he made a theft claim under his car insurance policy. Mr W also complained that esure caused delay and didn’t deal with his claim for personal items. What happened Mr W made a... (4 pages)View decision -
Decision Reference DRN-5715446
25 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5715446 The complaint Ms T complained that Aviva Insurance Limited unreasonably refused to accept her claim for a faulty charging point on her mobile phone under her device protection insurance provided via her bank account. References to Aviva include all its agents and partners. ... (3 pages)View decision -
Decision Reference DRN-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5653407
25 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5653407 The complaint Mrs V complains that American Express Services Europe Limited (AESEL) gave her incorrect advice about the timescale within which she needed to meet a spend threshold in order to qualify for a promotional offer. What happened On 8 January 2025 Mrs V opened a Pla... (3 pages)View decision -
Decision Reference DRN-5244825
25 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5244825 The complaint Mrs E, via a representative, complains that she was sold an unsuitable reviewable whole of life assurance policy by Zurich Assurance Ltd. What happened In August 2001 Mrs E met with the Zurich adviser and was advised to take out a reviewable whole of life polic... (3 pages)View decision
