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 392389 results
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Decision Reference DRN-5920375
31 Oct 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5920375 The complaint Mrs H, a sole trader, complains about the settlement of her business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made due to the impact of the COVID-19 pandemic. What happened The following is intended only as a summary of th... (7 pages)View decision -
Decision Reference DRN-5781170
31 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5781170 The complaint Ms S and her representative complain Zurich Insurance Company Ltd (Zurich) unfairly declined to cancel her motor insurance policy and declined to settle her claim. References to Ms S, or her representative, will include the other. Zurich are the underwriters ... (3 pages)View decision -
Decision Reference DRN-5919662
31 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919662 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. Mr B is being represented by solicitors in this complaint. For simplicity, my reference to Mr B in this decision also includes submissions made by his representative... (5 pages)View decision -
Decision Reference DRN-5780724
31 Oct 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5780724 The complaint Mrs V complains that Great Lakes Insurance UK Limited declined a claim on her pet insurance policy. What happened Mrs V took out pet insurance for her dog. The policy started on 7 November 2023 and is underwritten by Great Lakes. In March 2025 Mrs V made a clai... (3 pages)View decision -
Decision Reference DRN-5920217
31 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5920217 The complaint Mr B says Mitsubushi HC Capital UK PLC (Mitsubushi), trading as Novuna Personal Finance, has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA. What happened In December 2013, Mr B purchased a timeshare membership from a... (2 pages)View decision -
Decision Reference DRN-5820296
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5820296 The complaint Mr S has complained about the lack of service provided by St. James's Place Wealth Management Plc (“SJP”) whilst it was managing his investments – an investment bond and an Individual Savings Account (“ISA”). He’s also complained that no advice was provide... (7 pages)View decision -
Decision Reference DRN-5785941
31 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5785941 The complaint Mr B complains Bank of Scotland plc trading as Halifax didn’t remove a third party from his account when he asked it do so resulting in his personal information being shared. What happened Mr B has an account with Halifax to which a third party had access with ... (2 pages)View decision -
Decision Reference DRN-5699764
31 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5699764 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, hasn’t refunded the money he believes he lost as a result of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t inte... (3 pages)View decision -
Decision Reference DRN-5860193
31 Oct 2025 Wakam Not upheldInsuranceDRN-5860193 The complaint Mr N, a taxi driver, complains about the decision by Wakam to avoid his commercial vehicle insurance policy. What happened The following is intended only as a summary of the circumstances. Additionally, whilst other parties have been involved in the process, I ... (3 pages)View decision -
Decision Reference DRN-5908974
31 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5908974 The complaint Miss S is unhappy with how Clydesdale Bank Plc trading as Virgin Money (Virgin) handled her claim for goods that were returned but not refunded. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which ref... (4 pages)View decision