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 124111 results
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Decision Reference DRN-5646968
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5646968 The complaint Mr H complains that Aviva Insurance Limited declined a claim on his motor insurance for water damage to his car’s engine. What happened Mr H had motor insurance with Aviva. In November 2024, he drove through a flooded section of road in darkness. A few days lat... (3 pages)View decision -
Decision Reference DRN-5692916
3 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5692916 The complaint Mr R complains about the way the Co-operative Bank Plc handled his request to change his name – he believes there might be deliberate malicious intent. What happened Mr R changed his name at the end of 2024 using an unenrolled deed poll. He asked a number of or... (2 pages)View decision -
Decision Reference DRN-5755136
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5755136 The complaint Mr K complains that Aviva Insurance Ltd provided initially gave him a renewal quote, and then reduced it, and he found this misleading and confusing. What happened Mr K received a renewal quote for his car insurance which he felt was high, so he contacted Aviv... (2 pages)View decision -
Decision Reference DRN-5178651
3 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5178651 The complaint Ms W, via her deputy, complains that Zempler Bank Limited didn’t administer her account correctly after it received a Court of Protection order. What happened In August 2022, Zempler received a Court of Protection order for Ms W. This was added to her file. In ... (3 pages)View decision -
Decision Reference DRN-5760841
3 Sep 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5760841 The complaint Mr R complains about the service he received from Skipton Building Society. What happened Mr R held a Fixed Rate Individual Savings Account (lSA) with Skipton which was due to mature in April 2025. Mr R initially asked to reinvest the funds in a new ISA with th... (2 pages)View decision -
Decision Reference DRN-5783011
3 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5783011 The complaint Mrs B and Mr B complain about AXA Insurance UK Plc’s handling of a claim made under their buildings insurance policy after their home was flooded. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (16 pages)View decision -
Decision Reference DRN-5583413
3 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5583413 The complaint Miss W complains about the way Fairmead Insurance Limited (‘Fairmead’) handled a subsidence claim she made on her home insurance policy. What happened The following is intended as a summary of key events only. Miss W made a subsidence claim on her home insura... (5 pages)View decision -
Decision Reference DRN-5786399
3 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5786399 The complaint Mrs L’s complained – on her own behalf and on behalf of the estate of her late husband Mr L – that Aviva Life & Pensions UK Limited unfairly refused to consider a claim under the terminal illness benefit provided by the policy. What happened In 2004, Mr and... (2 pages)View decision -
Decision Reference DRN-5763965
3 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5763965 The complaint Mr W complains that Barclays Bank UK PLC allowed a transfer of his ISA even though he had expressly said it should not do so. He says too that the bank did not do enough to recover his money. What happened Mr W had a cash ISA with Barclays. It was due to mature... (2 pages)View decision -
Decision Reference DRN-5661955
3 Sep 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5661955 The complaint Mr P complains that Amplifi Capital (U.K.) Limited trading as Reevo (Reevo) acted irresponsibly in providing him with two personal loans because they were unaffordable for him. What happened Mr P took out a personal loan with Reevo in January 2023. The loan wa... (4 pages)View decision
