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 401363 results
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Decision Reference DRN-5991731
11 Dec 2025 Zurich Insurance PLC UpheldInsuranceDRN-5991731 The complaint Mr A complains Zurich Insurance Plc hasn’t fully repaired his car following a claim on his motor insurance policy. He says it hasn’t repaired accident-related damage and the repairer has caused further damage. As a result, he’s been left without the use of his ... (5 pages)View decision -
Decision Reference DRN-5734782
11 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5734782 The complaint Mr C complains that Ageas Insurance Limited (“Ageas”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2019. Mr C acquired the van in 2019. For the y... (3 pages)View decision -
Decision Reference DRN-5817759
11 Dec 2025 Europ Assistance SA Not upheldInsuranceDRN-5817759 The complaint Mr W complains about Europ Assistance SA’s (which I’ll refer to as EA) settlement of his travel insurance claim. My references to EA include its claim handling agent. What happened Mr W has travel insurance through his credit card provider, insured by EA. He ... (3 pages)View decision -
Decision Reference DRN-5823548
11 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5823548 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr S is professionally represented in bringing his complaint, but for ease of r... (3 pages)View decision -
Decision Reference DRN-6016546
11 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6016546 The complaint Mr and Mrs B complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is accou... (5 pages)View decision -
Decision Reference DRN-5948636
11 Dec 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5948636 The complaint Miss O complains that ICICI Bank UK Plc blocked her account. What happened Miss O had three accounts with ICICI. In July 2025, ICICI carried out a review of the account and decided to block it. The account remains frozen. ICICI says its doing this in accordance... (2 pages)View decision -
Decision Reference DRN-6004582
11 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6004582 The complaint Mr O complains about the quality of a used car supplied to him by Lendable Ltd trading as Autolend (“Autolend”). What happened Mr O acquired a used car from Autolend through a hire purchase agreement in December 2024. The car was around seven years old and whil... (5 pages)View decision -
Decision Reference DRN-5821601
11 Dec 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5821601 The complaint N, a company, is unhappy with the actions of HDI Global Specialty SE (‘HDI’) in relation to the way in which the terms of a commercial legal expenses insurance policy they claimed on has been implemented. In this complaint N’s submissions are made through a rep... (3 pages)View decision -
Decision Reference DRN-5800505
11 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5800505 The complaint Ms M has complained about Aviva Insurance Limited’s handling of a claim she made under her HomeServe home emergency policy. Ms M is being represented with this complaint. But for ease, I will refer to all actions and comments as being those of Ms M. References... (2 pages)View decision -
Decision Reference DRN-5845386
11 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5845386 The complaint Mr M complains Nationwide Building Society (“Nationwide”) lent to him irresponsibly. What happened Nationwide provided Mr M with a personal loan for £9,400 in September 2024, with a total amount repayable of £14,504.64 over 48 months. The monthly payments were... (5 pages)View decision