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 366874 results
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Decision Reference DRN-5119679
15 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5119679 The complaint Mrs B and Mrs L complain that Bank of Scotland plc (trading as Halifax) did not reimburse the funds they lost when paying a company. What happened Mrs B and Mrs L opened a joint account in April 2022 via an interview with a member of staff in a Halifax branch. ... (2 pages)View decision -
Decision Reference DRN-5381720
15 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5381720 The complaint Mr G complains about the way Aviva Insurance Limited has handled a claim he made on his motor insurance policy. What happened In late 2023 Mr G was involved in an accident whilst driving his vehicle. Aviva carried out some repairs to the driver’s side of the ca... (3 pages)View decision -
Decision Reference DRN-5359501
15 May 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5359501 The complaint Mr N complains that Zurich Insurance Company Ltd declined his travel insurance claim. My references to Zurich include its agents. What happened Mr N had single trip travel insurance, insured by Zurich. While Mr N was on his trip he forgot to pick up his should... (2 pages)View decision -
Decision Reference DRN-5456590
15 May 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5456590 The complaint Miss S complains that The Prudential Assurance Company Limited (‘Prudential’) turned down her income protection claim. What happened Miss S holds a PruProtect Plan underwritten by Prudential. The policy includes income protection cover, Serious Illness cover, ... (5 pages)View decision -
Decision Reference DRN-5411937
15 May 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5411937 The complaint Mrs and Mr S are unhappy that Accredited Insurance (Europe) Ltd (“AIL”) declined payment for their home emergency claim. Mrs and Mr S had a policy for home emergency cover, underwritten by AIL. Because he brought the complaint, and for ease of reading, I’ll ref... (3 pages)View decision -
Decision Reference DRN-5561254
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5561254 The complaint X complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened X said she received a message about a missed parcel delivery. She said as she was expecting a parcel, she clicked the link in the message and foll... (6 pages)View decision -
Decision Reference DRN-5308197
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5308197 The complaint Miss F complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened Miss F applied for – and received – two credit cards with Barclaycard as follows: Date Event Credit limit November 2014 Account opening £400 Account 1 O... (4 pages)View decision -
Decision Reference DRN-5158159
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5158159 The complaint Miss B complains that Barclays Bank UK PLC, trading as Barclaycard, irresponsibly provided her with a credit card and didn’t support her with managing the account. What happened Miss B was provided with a credit card in July 2015 with a limit of £8,600. The cr... (4 pages)View decision -
Decision Reference DRN-5563108
15 May 2025 Unum Ltd UpheldInsuranceDRN-5563108 The complaint Mr A complains that Unum Ltd declined a claim under an income protection policy. What happened Mr A is covered by a group income protection policy which is provided by his employer. The insurer is Unum. The policy pays a monthly benefit if Mr A is incapacitate... (7 pages)View decision -
Decision Reference DRN-5217857
15 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5217857 The complaint Mrs A complains Royal & Sun Alliance Insurance Limited unfairly declined her claim for subsidence damage to her home. RSA’s been represented by agents for the claim at points. For simplicity I’ve generally referred to representatives’ actions as being RSA’... (4 pages)View decision
