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 374385 results
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Decision Reference DRN-5708172
13 Aug 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5708172 The complaint Mr D complains about the way Lloyd’s Bank General Insurance Limited (‘Lloyd’s’) dealt with a claim he made under his home insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-5596227
13 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5596227 The complaint Mr and Mrs S have complained about the way Royal & Sun Alliance Insurance Limited (RSA) have dealt with a claim they made under their home insurance policy. What happened A car crashed into Mr and Mrs S’s home in October 2022. They made a claim to their ins... (3 pages)View decision -
Decision Reference DRN-5738446
13 Aug 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5738446 The complaint Miss S is unhappy that Domestic & General Insurance Plc (“D&G”) failed to notify her when her household warranty expired. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. M... (4 pages)View decision -
Decision Reference DRN-5637015
13 Aug 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5637015 The complaint Ms C complains about how AA Underwriting Insurance Company Limited (AA) has handled and settled a claim made on her motor insurance policy. She wants her claim paid and compensation for her trouble and upset. What happened Ms C’s car was stolen and not recover... (4 pages)View decision -
Decision Reference DRN-5699449
13 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5699449 The complaint Ms C complaints that AXA Insurance UK Plc (‘AXA’) intends to reduce the amount they will pay for a claim she made on her home insurance policy. What happened Ms C originally took out a home insurance policy underwritten by AXA in July 2021. The policy subseque... (8 pages)View decision -
Decision Reference DRN-5604237
13 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5604237 The complaint Mr D has complained about the way Ageas Insurance Limited dealt with his request for assistance under his motor breakdown insurance policy. All reference to the insurer Ageas in my decision includes its agents. What happened Mr D’s car lost power while driving ... (3 pages)View decision -
Decision Reference DRN-5752586
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5752586 The complaint Mr S is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel job scam. After responding to an advert on social media, he was contac... (5 pages)View decision -
Decision Reference DRN-5606667
13 Aug 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5606667 The complaint Mr M complains that LEASYS UK LTD (‘Leasys’) were unreasonable to make a missing service charge when he returned a car, he had been hiring through an agreement with them. What happened The detailed background to this complaint is well known to both parties. So,... (2 pages)View decision -
Decision Reference DRN-5598448
13 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5598448 The complaint Mr I complains that Monzo Bank Ltd won’t return the money he says he lost as the result of a scam. Mr I has been represented in this complaint by a claims management company. What happened The background to this complaint is well known to both parties, so I’ll ... (4 pages)View decision -
Decision Reference DRN-5742931
13 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5742931 The complaint Mr F’s complaint is that Moneybarn No. 1 Limited (Moneybarn) irresponsibly provided him with an unaffordable regulated credit agreement to finance a vehicle. What happened Moneybarn approved Mr F for a credit agreement for a vehicle with a total cash price of a... (5 pages)View decision
