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-5893079
11 Dec 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5893079 The complaint Mrs S complains that West Bay Insurance Plc (West Bay) unfairly settled a claim against her motor insurance policy. What happened In March 2023, the named driver on Mrs S’s motor insurance policy had an incident. The named driver notified West Bay of the incid... (3 pages)View decision -
Decision Reference DRN-5936018
11 Dec 2025 Carfinance247 Limited UpheldInsuranceDRN-5936018 The complaint Mr G complains that Carfinance247 Limited (“CFL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr G’s complaint ... (5 pages)View decision -
Decision Reference DRN-5855298
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5855298 The complaint Mr M, the director of J, complains on J’s behalf, claiming that it lost funds through an investment scam and that its bank, National Westminster Bank Public Limited Company (‘NatWest’) has decided not to refund J’s losses. J is professionally represented in bri... (4 pages)View decision -
Decision Reference DRN-5749116
11 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5749116 The complaint Mr M, in his role as the director of O (a limited company) complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined a claim made on a legal expenses insurance policy. What happened O holds legal expenses insurance with Accredited. O was p... (3 pages)View decision -
Decision Reference DRN-6013856
11 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6013856 The complaint Mrs G complains Liverpool Victoria Insurance Company Limited (LV) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Mrs G made a claim on her motor insurance policy after her car was damaged in an... (3 pages)View decision -
Decision Reference DRN-6016157
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6016157 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr R with an overdraft in January 2020 with a limit of £750. The limit was increased once, in October 2021, to £1,000. Mr R says Monzo failed to monitor the overdraft for financial difficulty. What happened The details of this... (2 pages)View decision -
Decision Reference DRN-5865586
11 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5865586 Complaint Miss B has complained about a loan Plata Finance Limited (“Plata”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Plata provided Miss B with a loan for £2,000.00 in April 2024. This loan was due to be repaid in ... (3 pages)View decision -
Decision Reference DRN-5888576
11 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5888576 The complaint Mr H is unhappy that Aviva Insurance Limited haven’t settled a claim he made on his travel insurance policy. What happened Mr H fractured his ankle following a fall. He complains that Aviva considered his trip to have ended on his return to the UK and that he w... (3 pages)View decision -
Decision Reference DRN-5543190
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5543190 The complaint Mr E complains that Revolut Ltd will not reimburse funds he lost to a scam. What happened The background to this complaint is well known to both parties, so I will not repeat it in detail again here. In summary, between January 2025 and February 2025 Mr E made ... (2 pages)View decision -
Decision Reference DRN-5922022
11 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5922022 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) declined to reimburse him when he says he fell victim to an investment scam, losing him £60,000. What happened The circumstances of this complaint are well known to both parties, so I will not go into every ... (6 pages)View decision