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 130332 results
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Decision Reference DRN-5807246
25 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-5807246 The complaint Mrs D’s complaint is about a claim she made on her Allianz Insurance Plc trading as Petplan (‘Allianz’) pet insurance policy. Mrs D says Allianz treated her unfairly. What happened The details of what happened here are well known to both parties. I will summa... (3 pages)View decision -
Decision Reference DRN-5960027
25 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5960027 The complaint Mr C complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy after his car was stolen. What happened Mr C made a claim on his motor insurance policy after his car was stolen within 24 hours of it being... (3 pages)View decision -
Decision Reference DRN-5804684
25 Feb 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5804684 The complaint Ms M complains about the quality of an electric vehicle (EV) she acquired through a hire purchase agreement (HPA), financed by MotoNovo Finance Limited (MotoNovo). What happened In September 2023, Ms M acquired a used EV through a HPA, financed by MotoNovo. The... (5 pages)View decision -
Decision Reference DRN-5724004
25 Feb 2026 Prudential International Assurance Plc UpheldInsuranceDRN-5724004 The complaint Mrs S is unhappy with the way Prudential International Assurance Plc has handled a claim made under her flexible life insurance policy which includes long term care cover (‘the policy’). Although, this complaint has been brought on behalf of someone authorised... (4 pages)View decision -
Decision Reference DRN-6163213
25 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6163213 The complaint Mr S, who is represented, complains that Lloyds Bank PLC won’t reimburse money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Between May 2021 and July 2022, Mr S was ... (4 pages)View decision -
Decision Reference DRN-6005207
25 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6005207 The complaint Mr S complains about how Bank of Scotland plc, trading as Halifax, administered his current account. What happened The background to this complaint is well-known to both parties, so I won’t set out the full detail here. What follows is a high-level of summary ... (4 pages)View decision -
Decision Reference DRN-6168325
25 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6168325 The complaint Mr and Mrs D are unhappy that Inter Partner Assistance SA (‘IPA’) hasn’t paid, in full, a cancellation claim made on their annual, multi-trip, travel insurance policy (‘the policy’). The claim was in connection with them cancelling a holiday due to illness. Al... (3 pages)View decision -
Decision Reference DRN-6178764
25 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6178764 The complaint Mr N says National Westminster Bank Plc irresponsibly lent to him. What happened Mr N took out two loans from NatWest. The first, on 14 September 2020 was for £5,500 over 60 months with monthly repayments of £130.42. The second, on 11 March 2022, was for £5,600... (4 pages)View decision -
Decision Reference DRN-6115744
25 Feb 2026 USAY BUSINESS LTD UpheldInsuranceDRN-6115744 The complaint Mrs W complains that USAY BUSINESS LTD (Usay) mis-sold her a private medical insurance policy. What happened In December 2024, Mrs W took out a private medical insurance policy. Mrs W’s son was also added to the policy. Usay sold the policy to Mrs W on an advis... (3 pages)View decision -
Decision Reference DRN-6180971
25 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6180971 The complaint Mr F has complained about his let property insurer INTACT INSURANCE UK LIMITED (Intact) regarding repair work it undertook at his property, that it was done poorly and that this impacted him. What happened Mr F made claims to Intact when there was a water leak... (4 pages)View decision