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 123872 results
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Decision Reference DRN-5519481
6 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5519481 The complaint Mr and Mrs F complain about the settlement of their buildings insurance claim (alternative accommodation/costs) by Covea Insurance Plc. Some of Mr and Mrs F’s dissatisfaction relates the actions of Covea’s agents. As Covea have accepted responsibility for the a... (4 pages)View decision -
Decision Reference DRN-5651576
6 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5651576 The complaint Mr S complains about Ageas Insurance Limited (“AIL”) and the cash in lieu (“CIL”) settlement offer put forward to him after AIL were directed by our service to consider his fire claim. Mr S also complains about the service provided to him during that time. Mr S... (4 pages)View decision -
Decision Reference DRN-5710083
6 Aug 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5710083 The complaint Mrs H has complained that Dignity Funerals Limited have acted unfairly, because they didn’t include the extras she’d paid for when they offered to match the pre-paid funeral plan she’d bought from a previous provider. What happened In late 2019, Mrs H bought a ... (4 pages)View decision -
Decision Reference DRN-5290753
6 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5290753 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMWFS”). What happened In July 2023, Mr W acquired a used car using a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5710095
6 Aug 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5710095 The complaint Mr H has complained that Dignity Funerals Limited have acted unfairly, because they didn’t include the extras he’d paid for when they offered to match the pre-paid funeral plan he’d bought from a previous provider. What happened In late 2019, Mr H bought a fune... (4 pages)View decision -
Decision Reference DRN-5610813
6 Aug 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5610813 The complaint M, a limited company, complains about what AmTrust Specialty Limited (Amtrust) did after it made a claim on its commercial legal expenses insurance policy in March 2023. M is represented by its director Mr D. All references to Amtrust include its agents and cla... (5 pages)View decision -
Decision Reference DRN-5734353
6 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5734353 The complaint Mr B complains that Lloyds Bank PLC suspended his debit card while he was abroad. What happened Mr B travelled abroad for his honeymoon in September 2024. He took a small amount of local currency and his Lloyds debit card with him as he says he’d never had any... (4 pages)View decision -
Decision Reference DRN-5709596
6 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5709596 The complaint Mr D complains, that NewDay Ltd (“NewDay”) gave him a credit card and then increased his credit limit when he couldn’t afford it. What happened I’ve summarised Mr D’s card approval and credit limit increases in the table below. Date Event Credit limit Increase... (3 pages)View decision -
Decision Reference DRN-5396878
6 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5396878 The complaint Mr M is unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of a scam. What happened Mr M used a website to search for services. He paid a deposit of £90 but then was asked to pay a further £90. This was the full price of the serv... (3 pages)View decision -
Decision Reference DRN-5709211
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5709211 The complaint Mr B complains Barclays Bank UK PLC hasn’t refunded him for a cash machine withdrawal he made but didn’t receive the money. What happened Mr B received his wages on 31 January 2025 and went to a cash machine to withdraw £500, in two £250 transactions. Mr B sa... (4 pages)View decision
