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-5818516
16 Sep 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5818516 The complaint Miss I complains Inclusive Finance Limited, trading as Creditspring, lent to her irresponsibly. What happened Miss I entered into two credit agreements with Creditspring. They worked on a membership basis, so each month Miss I paid a fee which gave her access ... (3 pages)View decision -
Decision Reference DRN-5821936
16 Sep 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5821936 The complaint Mr S has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone policy. What happened Mr S made a claim for a lost mobile phone. Assurant asked him to provide documents to support his claim. Mr S provided... (3 pages)View decision -
Decision Reference DRN-5697573
16 Sep 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5697573 The complaint Mr S’ complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) pet insurance policy, which was declined. Mr S says Alwyn treated him unfairly. What happened The background to this complaint is well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5755799
16 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5755799 The complaint Mr and Mrs P complain that Aviva Insurance Limited declined their travel insurance claim. My references to Aviva include its claims handling agent. What happened Mr and Mrs P have travel insurance through a bank. The insurer is Aviva. They booked a trip abroa... (3 pages)View decision -
Decision Reference DRN-5577004
16 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5577004 The complaint Mr O has complained about the handling of a claim, and valuation of his car by Tradex Insurance Company PLC (Tradex). Tradex is the underwriter of this policy. During the claim Mr O also dealt with other businesses who act as Tradex’s agents. As Tradex has acce... (3 pages)View decision -
Decision Reference DRN-5729431
16 Sep 2025 BISL Limited Not upheldInsuranceDRN-5729431 The complaint Mr G complains that BISL Limited took money from his bank account to renew his motor insurance policy when he had stated that he didn’t want this. He wants compensation for his loss of earnings and stress. What happened BISL sent Mr G a renewal offer telling hi... (3 pages)View decision -
Decision Reference DRN-5701071
16 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5701071 The complaint Mr R complains that Santander UK Plc has declined to refund a disputed counter withdrawal that was made from his account. What happened On 15 October 2019, £2,000 was withdrawn from Mr R’s savings account over a branch counter. In April 2025, Mr R discovered th... (2 pages)View decision -
Decision Reference DRN-5662993
16 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5662993 The complaint Mr P is unhappy with the information given by Domestic & General Insurance Plc (“D&G”) when he registered and bought extended cover for his appliances. What happened The background to this complaint is well-known to both parties, so I’ve summarised what... (3 pages)View decision -
Decision Reference DRN-5580618
16 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5580618 The complaint Mr N complains about BUPA Insurance Limited’s (‘Bupa’s) decision to turn down his private medical insurance claim. What happened Mr N is a member of a group private medical insurance policy that’s underwritten by Bupa. He made a claim for NHS benefit. Bupa tu... (3 pages)View decision -
Decision Reference DRN-5821703
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5821703 The complaint Mrs B complains that Revolut Ltd won’t refund her the money she lost in a work tasks scam. Mrs B is represented by a professional representative, but for ease of reading I’ll just refer to Mrs B. What happened The circumstances surrounding this complaint are we... (7 pages)View decision