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 121262 results
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Decision Reference DRN-5335643
11 Mar 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5335643 The complaint A company, which I’ll refer to as F, complains that Travelers Insurance Company Limited declined a claim on F’s business protection insurance policy. Mr S, who is a director of F, brings the complaint on F’s behalf. What happened F hires out boats for customers... (2 pages)View decision -
Decision Reference DRN-5385854
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5385854 The complaint Ms L complains about the way National Westminster Bank Plc handled her transactions disputes and closed her account. What happened Ms L had an account with NatWest. Ms L has explained that the account wasn’t her main account, she didn’t use it much, didn’t kno... (6 pages)View decision -
Decision Reference DRN-5385799
11 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5385799 The complaint Mr and Mrs L complain about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim they made on their home insurance following an escape of water. What happened In February 2024 there was an escape of water at Mr and Mrs L’s property which ca... (3 pages)View decision -
Decision Reference DRN-5385775
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5385775 The complaint Mr V is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel scam. He already had an account with Revolut that he’d used for a number of different purposes, including so... (9 pages)View decision -
Decision Reference DRN-4954113
11 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4954113 The complaint D a limited company complains Barclays Bank UK PLC closed its account without warning and provided poor service. D is represented by its directors – Mr and Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (5 pages)View decision -
Decision Reference DRN-5118424
10 Mar 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5118424 The complaint Mr H complains that Marsh Finance & Commercial Limited won’t reimburse him for some car hire costs that he incurred when the car that was supplied to him under a hire purchase agreement was being repaired. What happened A used car was supplied to Mr H under... (3 pages)View decision -
Decision Reference DRN-5241532
10 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5241532 The complaint Mr T complains that AWP P&C S.A. cancelled his motor warranty. Mr T’s policy was sold and is administered by a third party company on AWP’s behalf and all his correspondence has been with this company, however AWP is the policy underwriter so his complaint ... (3 pages)View decision -
Decision Reference DRN-5347093
10 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5347093 The complaint Miss M complains that Domestic & General Insurance Plc (DGI) unfairly cancelled her appliance and electronic device protection policies. What happened Miss M held a number of protection policies with DGI for appliances and electronic devices, which she inc... (5 pages)View decision -
Decision Reference DRN-5371029
10 Mar 2025 Saxton 4x4 Limited UpheldInsuranceDRN-5371029 The complaint Mr G complains that Saxton 4x4 Limited (“Saxton”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr G bought a car on finance and also took out a GAP policy. Around two years later, Mr G’s car was stolen so he made a claim t... (6 pages)View decision -
Decision Reference DRN-5334395
10 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5334395 The complaint Mr W complains that Barclays Bank UK PLC defaulted his account and passed it to a debt collection agency. What happened Mr W holds a loan account with Barclays. The loan fell into arrears in December 2022. Barclays issued a Default Notice on 3 April 2023 which ... (2 pages)View decision
