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-5552518
23 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5552518 The complaint Mr S complains about how Tradex Insurance Company PLC settled a claim he made on his motor trade policy. What happened Mr S holds a motor trade policy with Tradex. That policy insurers him for a number of vehicles, including his personal ones. Two of Mr S’s per... (3 pages)View decision -
Decision Reference DRN-5559974
23 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5559974 The complaint Mr K has complained that Aviva Life & Pensions UK Limited hasn’t allowed him to take income drawdown with his policy and that it misled him into believing that he could. Mr K has further complained about the time it took for Aviva to send him a retirement q... (12 pages)View decision -
Decision Reference DRN-5331906
23 May 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5331906 The complaint Mrs F has complained that MotoNovo Finance Limited won’t accept she didn’t take out the credit agreement for the purchase of a car. What happened In June 2024 Mrs F realised the car her husband drove had been clamped and there were outstanding enforcement notic... (4 pages)View decision -
Decision Reference DRN-5574629
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5574629 Complaint Ms M is unhappy that Revolut Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don't intend to set it out in full here. In short, Ms M had been looking for work w... (6 pages)View decision -
Decision Reference DRN-5503918
23 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5503918 The complaint Mr and Mrs B have complained about the way HDI Global Speciality SE handled a claim they made on their buildings insurance policy. Reference to HDI includes its agents and representatives. As Mr B has primarily dealt with things, I’ll refer to him only for eas... (2 pages)View decision -
Decision Reference DRN-5581403
23 May 2025 esure Insurance Limited UpheldInsuranceDRN-5581403 The complaint Mr and Mrs C have complained about their car insurer esure Insurance Limited (Esure) regarding its handling of a claim they made when their car was damaged in an accident. For ease of reading I’ll mainly only refer to Mr C in the body of my decision. What hap... (6 pages)View decision -
Decision Reference DRN-5536600
23 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5536600 The complaint Mr and Mrs W are unhappy with the service they received from Great Lakes Insurance UK Limited when they claimed on their travel insurance policy. What happened Mr and Mrs W were abroad with their child when Mrs W became seriously ill and required emergency medi... (4 pages)View decision -
Decision Reference DRN-5572925
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5572925 The complaint Mr H complains Nationwide Building Society (“Nationwide”) closed his accounts and applied an adverse fraud marker against him after receiving a fraud report from another bank. Mr H is also unhappy Nationwide didn’t give him sufficient time to show his entitleme... (6 pages)View decision -
Decision Reference DRN-5417956
23 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5417956 The complaint Ms A complains about the outstanding balance owed under a hire purchase agreement taken out with BMW Financial Services (GB) Limited. What happened In October 2021, Ms A says her former partner, who I’ll call ‘R’, took her to a car dealership to get a brand new... (7 pages)View decision -
Decision Reference DRN-5577002
23 May 2025 American International Group UK Limited UpheldInsuranceDRN-5577002 The complaint Mr A has complained that American International Group UK Limited (AIG) unreasonably refused to pay his claim for the theft of his mobile phone under his mobile phone insurance policy. What happened On 30 June 2024, Mr A said he had called a taxi via an app, it... (4 pages)View decision
