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-5827597
13 Oct 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5827597 The complaint Mr C’s complaint relates to a mortgage endowment policy he had with Aviva Life & Pensions UK Limited. He is unhappy that Aviva didn’t explain to him that surrendering the policy before the maturity date could make it non-qualifying and so create a tax liabi... (5 pages)View decision -
Decision Reference DRN-5729233
13 Oct 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5729233 The complaint Mr S complains BUPA Insurance Limited (BUPA) has declined the claim he made under his private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr S holds a private medi... (4 pages)View decision -
Decision Reference DRN-5732535
13 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5732535 The complaint Mrs M and Mr V complain that Zurich Assurance Ltd made an error when a life and critical illness insurance policy was set up. Mrs M and Mr V’s complaint has been brought to us by a representative. All references to Mrs M and Mr V’s submissions include those of ... (2 pages)View decision -
Decision Reference DRN-5760063
13 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5760063 The complaint Mrs D complains about Aviva Insurance Limited’s handling of her subsidence claim made under her buildings insurance policy. What happened Mrs D holds buildings insurance cover with Aviva. She made a subsidence claim in 2018, which was accepted by Aviva. It was... (4 pages)View decision -
Decision Reference DRN-5796945
13 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5796945 The complaint Mr C complains PayPal UK Ltd didn’t refund him for gift cards he bought but didn’t work. What happened Mr C bought two gift cards from an online retailer. Mr C tried to redeem the gift cards, but they showed as invalid. Mr C asked PayPal to refund him under ... (2 pages)View decision -
Decision Reference DRN-5805642
13 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5805642 The complaint Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim against his motor insurance policy. He also complains it took too long to deal with his claim. Reference to LV includes its agents. What happened On 29 June 2024, Mr D too... (4 pages)View decision -
Decision Reference DRN-5733894
13 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5733894 The complaint Miss C complains that Santander UK Plc misadvised her in branch about her daughter’s cash junior ISA and so she opened an account unaware that she wasn’t eligible to do so. What happened Miss C said that in the past Santander opened a child trust fund for her ... (3 pages)View decision -
Decision Reference DRN-5728915
13 Oct 2025 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5728915 The complaint Miss E complains about the fees charged by her broker, Collingwood Insurance Services (U.K.) Limited (“Collingwood”) when she cancelled her learner driver motor insurance policy. Miss E is represented in her complaint by a family member, but for ease I’ll refer... (3 pages)View decision -
Decision Reference DRN-5665769
13 Oct 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5665769 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk irresponsibly lent to him. What happened MoneyBoat lent Mr P three loans, from the information provided the lending history is as follows: Loan number Start date Loan amount (... (4 pages)View decision -
Decision Reference DRN-5708876
13 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5708876 The complaint Mrs M complains that Aviva Insurance Limited (“Aviva”) declined a claim for a blocked pipe under her home emergency insurance policy. What happened Mrs M had a home emergency insurance policy with Aviva covering her home. She took out the policy in April 2024. ... (3 pages)View decision