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 393318 results
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Decision Reference DRN-5835708
26 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5835708 The complaint Mr G complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first registered in ... (4 pages)View decision -
Decision Reference DRN-5759683
26 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5759683 The complaint Mr and Mrs O, as trustees of the O Trust, complain about a reviewable whole of life (RWOL) policy the trust holds with Zurich Assurance Ltd. They’re unhappy with the outcome of a policy review in 2023 which meant that the policy’s sum assured reduced. They also... (3 pages)View decision -
Decision Reference DRN-5746216
26 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5746216 The complaint Mr W complains that The Prudential Assurance Company Limited delayed his additional contribution to an investment bond with it. What happened Our investigator set out the background to the complaint, which I have included below for ease of reference: On 16 Octo... (4 pages)View decision -
Decision Reference DRN-5844128
26 Sep 2025 AXA France IARD UpheldInsuranceDRN-5844128 The complaint Mr W complains that AXA France IARD declined a claim on his Guaranteed Asset Protection (GAP) policy. What happened Mr W took out a GAP policy with AXA in December 2020. In November 2023, Mr W was involved in a road traffic accident. He raised a claim but it wa... (4 pages)View decision -
Decision Reference DRN-5823501
26 Sep 2025 Quality Care Insurance Services Limited UpheldInsuranceDRN-5823501 The complaint Mr R, trading as a business I’ll refer to as B, complains about the sale of his commercial insurance policy, and the assistance given during a claim, by his broker Quality Care Insurance Services Limited. What happened The following is intended only as a summar... (5 pages)View decision -
Decision Reference DRN-5588471
26 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5588471 The complaint Miss L, who is represented by a third party, has complained that Close Brothers Limited (‘Close Brothers’) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In May 2020 Miss L acquired a used car financed by a c... (2 pages)View decision -
Decision Reference DRN-5703790
26 Sep 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5703790 The complaint Mrs R is unhappy with National Savings and Investments (NS&I). Mrs R said there was a breach of her personal information. She said NS&I sent her details to a third party. She said this caused her stress and anxiety at the time and since. She said it im... (3 pages)View decision -
Decision Reference DRN-5775964
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5775964 The complaint Ms Y complains National Westminster Bank Public Limited Company (NatWest) treated her account with them as dormant without notification. Ms Y is also unhappy with the service provided by NatWest trying to sort out what had happened with the account closure. W... (3 pages)View decision -
Decision Reference DRN-5780885
26 Sep 2025 Skrill Limited UpheldBanking and PaymentsDRN-5780885 The complaint Miss L complains that Skrill Limited won’t fully reimburse money she lost to a scam. What happened Miss L fell victim to a scam. She reported it to Skrill. It eventually decided to reimburse her under the FPS Reimbursement Rules (“the Reimbursement Rules”) min... (2 pages)View decision -
Decision Reference DRN-5574354
26 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5574354 The complaint Mr P is unhappy with the decision made by Intact Insurance UK Limited (Intact) following a claim for storm damage under his residential property insurance policy. Mr P is being represented by Mrs K for the purposes of his complaint to this Service. For ease of... (3 pages)View decision