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 392389 results
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Decision Reference DRN-6121922
5 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6121922 The complaint Mr M has complained about the way Ageas Insurance Limited (“Ageas”) has handled a claim he made under his home insurance policy. What happened In September 2025, Mr M made a claim under his home insurance policy with Ageas, for a leaking flat roof. He said the ... (3 pages)View decision -
Decision Reference DRN-5986350
5 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5986350 The complaint Mrs D complains that Aviva Life & Pensions UK Limited initially turned down a claim she made on a group income protection insurance policy. She’s also unhappy that Aviva treated her claim appeal as a complaint and considers this has disadvantaged her. What ... (5 pages)View decision -
Decision Reference DRN-5781424
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5781424 The complaint Mrs A complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs A fell victim to a job scam in March... (5 pages)View decision -
Decision Reference DRN-5887369
5 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-5887369 The complaint Mr W complains that esure Insurance Limited (“esure”) didn’t pay enough for his car when he made a under his car insurance policy. What happened Mr W had a motor insurance policy with esure covering his electric vehicle. Damage happened to the charging port whi... (3 pages)View decision -
Decision Reference DRN-6131278
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6131278 The complaint Miss D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (6 pages)View decision -
Decision Reference DRN-6107139
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6107139 The complaint Mr C is being represented by a claims manager. He’s complaining about Lloyds Bank PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam after seeing an investment scheme advertised... (3 pages)View decision -
Decision Reference DRN-6092455
5 Feb 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6092455 The complaint Mr T complains that AmTrust Specialty Limited declined his travel insurance claim. My references to AmTrust include its agents. What happened Mr T took out gadget cover as part of his travel insurance policy. The gadget cover was insured by AmTrust. Mr T made... (4 pages)View decision -
Decision Reference DRN-6125264
5 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6125264 The complaint Mr P complains that Nationwide Building Society will not fully refund the money he lost to a scam. What happened Mr P engaged the services of a roofer to do some work for him, this person had been recommended by a gardener that Mr P had used to trim some trees... (4 pages)View decision -
Decision Reference DRN-5735515
5 Feb 2026 PMGI Limited Not upheldInsuranceDRN-5735515 The complaint Miss G complains that PMGI Limited trading as Forces Mutual (‘Forces Mutual’) mis-sold her insurance policy. She believes her claim was declined due to her occupation in the Armed Forces. She says that, had she understood how her occupation would affect the abi... (2 pages)View decision -
Decision Reference DRN-6118060
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6118060 The complaint Ms N complains Barclays Bank UK PLC treated her unfairly regarding a request for an overdraft facility. What happened Ms N says she enquired about adding a graduate overdraft facility to her Barclays current account. Ms N wanted the facility added to the accoun... (2 pages)View decision