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 368546 results
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Decision Reference DRN-5478007
11 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5478007 The complaint Mr and Mrs F have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened The start date of the policy was 6 July 2023. In January 2024 Mr and Mrs F booked a trip for 27 March 2024. On the day of... (3 pages)View decision -
Decision Reference DRN-5614547
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5614547 The complaint Mr R has complained about the way Covea Insurance plc is dealing with a claim he made for an escape of water (EOW) under his home insurance policy which he shares with Ms D. As Mr R is the lead complainant, I will refer to him on his and Ms D’s behalf in my dec... (5 pages)View decision -
Decision Reference DRN-5385059
11 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5385059 The complaint Mrs C has complained that Society of Lloyd’s (SoL) underpaid a claim she made on a mortgage payment protection insurance (PPI) policy. What happened Mrs C made a sickness claim on the policy which was accepted and paid out for the period 26 September 2023 to 2... (3 pages)View decision -
Decision Reference DRN-5589738
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5589738 The complaint Mrs B has complained about her home insurer AXA Insurance UK Plc. She thinks it took too long to dry her property, following a water leak, and has unfairly decided that some damage hasn’t been caused by that leak. What happened There was a leak in February 20... (3 pages)View decision -
Decision Reference DRN-5616300
11 Jun 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5616300 The complaint Mr W complains that OAKBROOK FINANCE LIMITED (Oakbrook), trading as Finio Loans, lent to him irresponsibly. What happened In November 2022, Mr W took out a loan with Oakbrook for £1,000 with repayment by twelve monthly instalments of £113.23. Mr W maintained h... (5 pages)View decision -
Decision Reference DRN-5586191
11 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5586191 The complaint Ms O’s complaint is about two buy-to-let mortgages she has with Topaz Finance Limited trading as Rosinca Mortgages. She does not believe that it has provided her with appropriate support when her personal circumstances were very difficult and in relation to sub... (4 pages)View decision -
Decision Reference DRN-5462039
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5462039 The complaint Mr W complains that Santander UK Plc gave him incorrect information about a promotional interest free period on his account which caused him to incur interest on the balance. What happened In August 2020 Mr W applied for a Santander credit card. The card had a ... (3 pages)View decision -
Decision Reference DRN-5317552
10 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5317552 The complaint In relation to a claim made on a travel insurance policy, Mr J and Mr K have complained that Inter Partner Assistance SA (IPA) continued to provide poor service even after it had paid a total of £550 compensation for earlier, similar issues. As it is Mr K lead... (2 pages)View decision -
Decision Reference DRN-5397310
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5397310 The complaint Mr T complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat what happened in detail. In September 2024, Mr T found a property online... (4 pages)View decision -
Decision Reference DRN-5170504
10 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5170504 THE COMPLAINT Mrs B holds/held an account with MBNA Limited (“MBNA”). Mrs B’s complaint is about MBNA’s refusal to reimburse her money she says she lost due to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not r... (3 pages)View decision
