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 393318 results
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Decision Reference DRN-5509605
8 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5509605 The complaint Mr H complains about the way AXA Insurance UK Plc (‘AXA’) handled his home insurance claim. What happened The following is intended as a summary of key events only. Mr H submitted a claim for an escape of water to AXA in 2023. AXA appointed loss adjusters who... (3 pages)View decision -
Decision Reference DRN-5748164
8 Sep 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5748164 The complaint Mrs N complains that Bank of Ireland (UK) Plc has been unable to trace an account in her name. I’ll refer to the bank in this case as the Post Office, the brand under which it operates here. What happened Mrs N held a 12-month growth bond with the Post Office. ... (2 pages)View decision -
Decision Reference DRN-5692292
8 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5692292 The complaint A, a limited company represented by its director – who I’ll refer to as “Mr B” – complains that New Wave Capital Limited (“NWC”) unfairly decided not to pursue his chargeback claim. What happened Around November last year, Mr B contact NWC requesting that a cha... (2 pages)View decision -
Decision Reference DRN-5720205
8 Sep 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5720205 The complaint Mr K complains about how Hiscox Insurance Company Limited (‘Hiscox’) handled a claim he made under his business insurance policy. What happened Mr K submitted two claims to Hiscox in December 2024. Hiscox said they wanted to arrange a video conference call to ... (2 pages)View decision -
Decision Reference DRN-5620106
8 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5620106 The complaint Mr S complains that Barclays Bank UK PLC unfairly declined his application for a further advance on his mortgage. What happened Mr S has a mortgage with Barclays. He carried out some home improvements that he paid for with interest free credit cards. In October... (3 pages)View decision -
Decision Reference DRN-5465145
8 Sep 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5465145 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (‘VWFS’). What happened Mr W has been represented on this complaint. But to keep things simple, I ... (6 pages)View decision -
Decision Reference DRN-5741552
8 Sep 2025 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-5741552 The complaint N complains that ERGO Versicherung Aktiengesellschaft has unfairly declined a subsidence claim made for damage to its property. What happened N is a limited company and owns a property purchased in 2014, which had works completed on it in 2016. A policy was tak... (5 pages)View decision -
Decision Reference DRN-5802895
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5802895 The complaint Mr R complains about the level of service he received from Black Horse Limited (“BHL”) and he’d like to be compensated for the poor service he’s received. What happened Mr R entered into a hire purchase agreement with BHL in February 2022 to acquire a caravan. ... (3 pages)View decision -
Decision Reference DRN-5730103
8 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5730103 The complaint Mr V1 and Mr V2 complain about the settlement INTACT INSURANCE UK LIMITED offered them for their home insurance claim. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted i... (3 pages)View decision -
Decision Reference DRN-5804369
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5804369 The complaint Mr M complains about the way Aviva Insurance Limited (‘Aviva’) handled his claim for water damage under his home insurance policy. What happened The following is intended as a summary of key events only. Mr M held a home insurance policy with Aviva. He raised... (4 pages)View decision