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 381196 results
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Decision Reference DRN-5626048
16 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5626048 The complaint Mr A complains that Fortegra Europe Insurance Company Ltd declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened Mr A holds a GAP policy with Fortegra. After his vehicle was involved in an accident and written off by h... (3 pages)View decision -
Decision Reference DRN-5600038
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5600038 The complaint Mr and Mrs C have complained about the way Inter Partner Assistance SA (‘IPA’) dealt with and declined their claim. What happened Mr and Mrs C bought a travel insurance policy, underwritten by IPA. They were on holiday when Mrs C became unwell and needed medica... (2 pages)View decision -
Decision Reference DRN-5069012
16 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5069012 The complaint Mr E complains about Aviva Insurance Limited’s handling of a motor insurance claim. What happened Mr E had a motor insurance policy with Aviva. In June 2023, his vehicle was damaged by a third-party and in August 2023, he made a claim with Aviva. Aviva’s agents... (3 pages)View decision -
Decision Reference DRN-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision -
Decision Reference DRN-5537959
16 Jun 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5537959 The complaint Mr E is unhappy that AXA XL Insurance Company UK Limited (AXA XL) declined his jewellery insurance claim. What happened Mr E took out a jewellery insurance policy for high worth items on 22 March 2024. AXA XL is the underwriter of the policy. In November 2024, ... (2 pages)View decision -
Decision Reference DRN-5615688
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5615688 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A came across ‘R’ (the scammer when he was searching for trading opportunities and he received a call back from them about an invest... (3 pages)View decision -
Decision Reference DRN-5552057
16 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5552057 The complaint Miss I complains about the quality of a car she acquired under a hire purchase agreement with Zopa Bank Limited (Zopa). When I refer to what Miss I and Zopa have said and/or done, it should also be taken to include things said and/or done on their behalf. Wha... (5 pages)View decision -
Decision Reference DRN-5615679
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5615679 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A came across ‘R’ (the scammer) when he was searching for trading opportunities and he received a call back from them about an investm... (4 pages)View decision -
Decision Reference DRN-5626949
16 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5626949 The complaint Miss W is unhappy that PayPal UK Ltd closed her PayPal Credit account and with the service she received surrounding this. What happened Miss W opened a standard PayPal account in June 2019 and later opened PayPal Credit account, which was linked to her standard... (5 pages)View decision -
Decision Reference DRN-4976692
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976692 The complaint Miss T complains that Monzo Bank Limited (Monzo) declined to refund fraudulent transactions, and that it later proceeded to close her account. What happened On 23 March 2024, Miss T used an online website called ‘FlightSharp’, who she believed to be legitimate... (3 pages)View decision
