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 121115 results
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Decision Reference DRN-5471367
23 May 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5471367 The complaint Mrs W complains about the quality of a car supplied to her by Oodle Financial Services Limited (“Oodle”). Mrs W has been represented by her partner throughout her complaint. For clarity, I’ve only referred to Mrs W in this decision. What happened Mrs W acquired... (4 pages)View decision -
Decision Reference DRN-5579382
23 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5579382 The complaint Mrs G complains about the amount Ageas Insurance Limited (Ageas) have agreed to pay for rectification repairs following a claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so... (7 pages)View decision -
Decision Reference DRN-5398519
23 May 2025 AWP P&C S.A. UpheldInsuranceDRN-5398519 The complaint Miss C complains about the service she received from AWP P&C S.A. when she claimed on her travel insurance policy. What happened Miss C became unwell when she was abroad and needed help from AWP. She says that if she had better support she would have been a... (2 pages)View decision -
Decision Reference DRN-5195265
23 May 2025 St James's Place UK plc UpheldInvestmentsThe complaint Mr S complains that St James's Place UK plc (“SJP”) failed to respond reasonably to his request for historical charging information relating to his retirement account. What happened Mr S had held his retirement account since 2010. In November 2022 he requested informa... (2 pages)View decision -
Decision Reference DRN-5483875
23 May 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5483875 The complaint Miss H has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under her mobile phone insurance. What happened Miss H made a claim under her mobile phone insurance. Assurant repaired the phone and returned it to her. Miss H ph... (3 pages)View decision -
Decision Reference DRN-5540416
23 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5540416 The complaint Mr and Mrs C complain about the response of Royal & Sun Alliance Insurance Limited (‘RSA’) to their commercial property insurance claims. Much of Mr and Mrs C’s dissatisfaction is regarding the actions of RSA’s appointed agents. As RSA have accepted respons... (3 pages)View decision -
Decision Reference DRN-5579862
23 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5579862 The complaint A charity, which I will refer to as O, complains that Barclays Bank UK Plc wrongly closed its bank account. One of O’s trustees, Mrs M, represents the charity in this complaint. What happened Barclays told us: In 2023 it began a Know Your Customer (KYC) re... (4 pages)View decision -
Decision Reference DRN-5579919
23 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5579919 The complaint Mr M has complained about the way his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim he made on his policy after his car was damaged. Admiral is the underwriter of this policy i.e., the insurer. During the claim Mr M also d... (5 pages)View decision -
Decision Reference DRN-5233362
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5233362 The complaint Mrs E is complaining that Revolut Ltd won’t refund payments she made to a scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the Investigator. The facts about what happened aren’t... (6 pages)View decision -
Decision Reference DRN-5545723
23 May 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5545723 The complaint Ms M complains about the way Marshmallow Insurance Limited (‘Marshmallow’) settled her motor insurance claim. What happened Ms M contacted Marshmallow to make a claim after being involved in an accident. They reviewed the damage caused and said Ms M’s car woul... (3 pages)View decision
