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 121876 results
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Decision Reference DRN-5418405
12 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5418405 The complaint Mr V complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under his pet insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened... (4 pages)View decision -
Decision Reference DRN-5446683
12 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5446683 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to contact him by phone to discuss his policy renewal when he had opted out of automatic renewal and contact by phone in general. What happened The claim and complaint circums... (4 pages)View decision -
Decision Reference DRN-5539213
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5539213 The complaint Mr T complains that NewDay Ltd, trading as Aqua, failed to present a cheque he sent to them for payment. What happened I issued my provisional decision on this complaint in April 2025. An extract from that provisional decision is set out below. In August 2024 M... (4 pages)View decision -
Decision Reference DRN-5545358
12 May 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5545358 Complaint Mr S complains that First Rand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In October 2016, MotoNovo provided Mr S with finance for a u... (4 pages)View decision -
Decision Reference DRN-5394121
11 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5394121 The complaint R complains that HDI Global Specialty SE (‘HDI’) declined a claim under a residential landlord insurance policy. R is represented in the complaint by its director, Mr M. I’ll refer to both R and Mr M at different points in my decision. What happened R owned a p... (3 pages)View decision -
Decision Reference DRN-5246247
11 May 2025 National House-Building Council UpheldInsuranceDRN-5246247 The complaint Mr S complains that National House-Building Council (“NHBC”) unfairly declined a claim made under his Buildmark warranty. What happened Mr S made a claim under his NHBC Buildmark warranty, when he noticed the flooring in his home was uneven. He said this was a ... (5 pages)View decision -
Decision Reference DRN-5146064
11 May 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5146064 The complaint Mr P complains Trading 212 UK Limited (“Trading 212”) allowed payment of £2000 from his account to an account opened by a fraudster. He seeks redress for this. What happened Mr P says he was on holiday abroad when a fraudster obtained his Trading 212 account de... (4 pages)View decision -
Decision Reference DRN-5551032
11 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5551032 The complaint Mr K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) was irresponsible to lend to him on three occasions. What happened MoneyBoat agreed three loans for Mr K from September 2020 to June 2024. I’ve summarised some of the... (4 pages)View decision -
Decision Reference DRN-5523787
10 May 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5523787 The complaint Mr Y complains that The Royal London Mutual Insurance Society Limited (‘RL’) failed to give him the information he requested to enable him to make an informed decision about whether to take the benefits from his Section 226 Retirement Annuity Contract he held w... (6 pages)View decision -
Decision Reference DRN-5210026
10 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5210026 The complaint Mr P is unhappy with the way Aviva Insurance Limited dealt with a claim on his travel insurance policy. What happened Mr P has a travel insurance policy underwritten by Aviva. He went on holiday and unfortunately required medical assistance whilst abroad. So h... (5 pages)View decision
