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-5880373
14 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5880373 The complaint Mr P complains that Aviva Insurance Limited offered a settlement which doesn’t cover all of the repairs needed following his escape of water claim. What happened Mr P held a buildings insurance policy with Aviva. In October 2024 Mr P made a claim for an escap... (4 pages)View decision -
Decision Reference DRN-5771722
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5771722 The complaint Mr W complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened Mr W complains Revolut won’t reimburse several payments that made to what he thought was a legitimate investment. When Mr W realised he had been scammed, he l... (2 pages)View decision -
Decision Reference DRN-5208997
14 Oct 2025 Scottish Widows Limited UpheldInvestmentsDRN-5208997 The complaint Mr and Mrs B received a letter from Scottish Widows Limited trading as Halifax Financial Services (HFS) relating to a chargeable event gain following a withdrawal from their Personal Investment Plan (PIP). They’ve complained because they say they’ve never recei... (6 pages)View decision -
Decision Reference DRN-5690477
14 Oct 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5690477 The complaint Mr E has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under a mobile phone policy. What happened Mr E contacted Assurant to make a claim for damage to his mobile phone. Shortly after, Mr E spoke to Assurant’s assessment... (2 pages)View decision -
Decision Reference DRN-5776058
14 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5776058 The complaint Mr D is unhappy that Capital One (Europe) Plc applied a default to his credit file. What happened Mr D held a credit card with Capital One; the account was opened in June 2021, and it ultimately defaulted in January 2022 with Mr D having not repaid the balance.... (3 pages)View decision -
Decision Reference DRN-5611282
14 Oct 2025 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-5611282 The complaint M, a limited company, complains that Tide Platform Ltd declined to open an account how them. They believe this was discriminatory. M is represented by Miss H, a director. What happened In November 2024 Miss H applied for M to open an account with Tide. But af... (2 pages)View decision -
Decision Reference DRN-5882147
14 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5882147 The complaint Mr Y complains that Aviva Life & Pensions UK Limited (Aviva) has unreasonably declined to pay a proportionate benefit under his employer’s group income protection policy. He’s also unhappy with the way Aviva handled his claim. Mr Y no longer works for the e... (10 pages)View decision -
Decision Reference DRN-5875160
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5875160 The complaint Mr C complains that Barclays Bank UK PLC, trading as Tesco Bank, didn’t refund a payment he made using his credit card. What happened Mr C bought a wood-burning stove from a supplier I’ll refer to as “T”; T was to supply and install the stove – as well as some... (5 pages)View decision -
Decision Reference DRN-5692993
14 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5692993 The complaint Ms M and Mr R have complained about the way Intact Insurance UK Limited (formerly known as Royal & Sun Alliance Insurance Limited) handled an accidental damage claim under Ms M’s home insurance policy and about the settlement it has offered. What happened ... (3 pages)View decision -
Decision Reference DRN-5881939
14 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5881939 The complaint The trustees (Mrs R and Mrs G) of the R Trust (the ‘Trust’) complain about a failed review in 2021 of a reviewable whole of life policy (‘RWOL’) – Zurich’s Adaptable Life Plan (‘APL’) which is underwritten by Zurich Assurance Ltd (‘Zurich’). What happened In a... (8 pages)View decision