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 123440 results
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Decision Reference DRN-5613604
20 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5613604 The complaint Mr B has complained about Haven Insurance Company Limited’s decision to reject a claim he made under his car insurance policy. Mr B is also unhappy with the service he received from Haven, that it failed to manage his expectations and with the condition his car... (4 pages)View decision -
Decision Reference DRN-5537746
20 Jun 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5537746 The complaint Mr H complains that Shop Direct Finance Company Limited trading as very (“Very”) incorrectly charged him on his catalogue shopping account for two laptops. He says this has caused intense and significant emotional distress. What happened Mr H has a catalogue sh... (3 pages)View decision -
Decision Reference DRN-5633690
20 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5633690 The complaint Mr P complains because AXA PPP Healthcare Limited (‘AXA’) hasn’t paid a claim for lost belongings under his travel insurance policy. What happened Mr P is insured under a travel insurance policy provided by AXA. While travelling abroad, Mr P lost a pair of gla... (4 pages)View decision -
Decision Reference DRN-5625369
20 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5625369 The complaint Mrs L complains that when settling a claim on her motor insurance policy One Insurance Limited (OIL) unfairly deducted the policy excess sum and storage charges. She also complained that it did not refund the cost of an extended warranty. Mrs L’s partner, Mr B,... (5 pages)View decision -
Decision Reference DRN-5200086
20 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200086 The complaint Mr and Mrs C are unhappy with Lloyds Bank PLC’s (‘Lloyds’) handling of their request to cancel a continuous payment authority. What happened In late 2023, Mr and Mrs C said they were tricked into signing up to a continuous payment authority (‘CPA’). They said t... (2 pages)View decision -
Decision Reference DRN-5596462
20 Jun 2025 Grove & Dean Ltd UpheldInsuranceDRN-5596462 The complaint Mrs M has complained that Grove & Dean Ltd trading as Performance Direct (G & D) unfairly charged a cancellation fee when it cancelled her car insurance policy. Mrs M is being represented in her complaint. She says G & D didn’t make it clear as to w... (4 pages)View decision -
Decision Reference DRN-5509975
20 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5509975 The complaint Mr and Mrs L complain that Admiral Insurance (Gibraltar) Limited withdrew cover under their travel insurance policy. What happened Mr and Mrs L took out an annual multi-trip travel insurance policy with Admiral. The policy cover period was from 25 April 2024 u... (2 pages)View decision -
Decision Reference DRN-5624021
19 Jun 2025 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-5624021 The complaint Mrs H complains about the actions of Interactive Investor Services Limited (“IISL”) in respect of her late husband’s self-invested personal pension (“SIPP”). She says it was negligent when it allowed a trade to be placed without clarifying details of the financ... (15 pages)View decision -
Decision Reference DRN-5433863
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5433863 The complaint B says Lloyds Bank PLC (“Lloyds”) refuses to refund it for transactions on it’s account it says were unauthorised. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, B says it received a ca... (3 pages)View decision -
Decision Reference DRN-5615041
19 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5615041 The complaint Ms R is unhappy that Revolut Ltd won’t refund money she lost as a result of a scam. What happened Ms R was the victim of a job scam involving the following payments from her newly opened Revolut account, that she generally topped up from another bank account: P... (9 pages)View decision
