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 381194 results
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Decision Reference DRN-5493980
9 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5493980 The complaint Mr B complains about the quality of repairs that were carried out on his vehicle after he made a claim under his taxi insurance policy with Haven Insurance Company Limited. Haven is the underwriter of this policy i.e. the insurer. Part of this complaint concern... (3 pages)View decision -
Decision Reference DRN-5562069
9 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5562069 The complaint Ms S complains about the quality of a car she acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBL). When I refer to what Ms S and CBL said or did, it should also be taken to include things said o... (6 pages)View decision -
Decision Reference DRN-5520926
9 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5520926 The complaint Mr C is unhappy with what AmTrust Specialty Limited did after he made a claim on his legal expenses insurance policy (relating to a new car). What happened In September 2023 Mr C contacted Amtrust as he’d bought a new vehicle which had defects. He wanted assist... (3 pages)View decision -
Decision Reference DRN-5597311
9 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5597311 The complaint Mr H complains about First Central Underwriting Limited (First Central) cancelling his motor insurance policy. Any reference to First Central in this decision includes their agents. What happened In May 2024 Mr H took out a motor insurance policy with First C... (5 pages)View decision -
Decision Reference DRN-5197940
9 Jun 2025 Evelyn Partners Investment Management Services Limited UpheldInvestmentsDRN-5197940 The complaint Mr O and Mrs O complain that Evelyn Partners Investment Management Services Limited (‘Evelyn’) transferred shares out of their ISAs without giving them the opportunity to replace the ISA funds. What happened Mr O and Mrs O had stocks and shares ISAs with Evelyn... (7 pages)View decision -
Decision Reference DRN-5574640
9 Jun 2025 Motors Insurance Company Limited Not upheldInsuranceDRN-5574640 The complaint Mrs W complains Motors Insurance Company Limited (“Motors Insurance”) delayed repairing her car and provided poor service when she claimed on her motor warranty insurance policy. All references to Motors Insurance include its agents. What happened Mrs W took ou... (2 pages)View decision -
Decision Reference DRN-5466090
9 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5466090 The complaint Mrs K complains about how Aviva Insurance Limited (Aviva) dealt with a refund due under her motor insurance policy following her removing a named driver from the policy. References to Aviva in this decision include their agents. What happened In September 202... (3 pages)View decision -
Decision Reference DRN-5351227
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5351227 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY doesn’t have a procedure under which they could challenge the valuation of their property. What happened Mr and Mrs C, through a third-party broker, submitted a mortgage application to ... (3 pages)View decision -
Decision Reference DRN-4855868
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4855868 The complaint Mr C complains that Revolut Ltd has declined to reimburse a payment he says he didn’t authorise. What happened Both parties are familiar with the facts of this case and so I’ll set them out briefly. In November 2023 Mr C received a call from a scammer impersona... (3 pages)View decision -
Decision Reference DRN-5609385
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5609385 The complaint Ms T’s complaint is about a claim made under the home emergency section of her home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened In late January 2024, Ms T contacted RSA as her boiler was not working. RSA sent a contra... (5 pages)View decision
