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 365360 results
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Decision Reference DRN-5460790
9 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5460790 The complaint X and Mrs Y’s complaint is about a claim X made on their Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. X says Aviva treated him unfairly. In this decision all references to Aviva include their claims handlers. What happened X made a claim o... (3 pages)View decision -
Decision Reference DRN-5433773
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5433773 The complaint A company, which I will refer to as Q, complains that Barclays Bank UK Plc unreasonably delayed executing a Deed of Priority (DoP). Q’s representatives say that Barclays’ delay meant that Q had to pay significant extra costs. What happened In summer 2022, Q ha... (9 pages)View decision -
Decision Reference DRN-5394317
9 May 2025 e-insurance Trading Ltd Not upheldInsuranceDRN-5394317 The complaint Mr F complains e-insurance Trading Ltd trading as MyInsurance treated him unfairly which led to him purchasing a boat which was in a poor condition. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instea... (3 pages)View decision -
Decision Reference DRN-5537734
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5537734 The complaint Mr M complains Revolut Ltd won’t refund the money he lost to a scam. What happened In mid-2022, Mr M was looking for work and he came across an advert for a job opportunity with a cryptocurrency company. Unfortunately, this was a scam. Mr M completed an intervi... (3 pages)View decision -
Decision Reference DRN-5548343
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5548343 The complaint Mr L is unhappy that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. Mr L is represented by a firm of solicitors. What happened In November 2023, Mr L was contacted by someone on a social media messaging service about a remote job opportu... (4 pages)View decision -
Decision Reference DRN-5544572
9 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5544572 The complaint Mr I and the estate of Mrs I complain that Aviva Insurance Limited complain that Aviva didn’t settle a claim made on a travel insurance policy. As Mr I represents the estate, I’ll mainly refer to Mr I. What happened Mrs I sadly died during a tragic incident abr... (3 pages)View decision -
Decision Reference DRN-5460199
9 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5460199 The complaint Mr Z has complained that Inter Partner Assistance SA (IPA) declined a claim he made under his travel insurance policy. The policy was branded under a different name, but for simplicity here all references to IPA include the actions of its appointed agents. What... (3 pages)View decision -
Decision Reference DRN-5097550
9 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5097550 The complaint X has complained that Tesco Personal Finance Limited trading as Tesco Bank, failed properly to deal with his chargeback requests. What happened X paid £197.44 to a company called Holiday Cars, for a voucher for hiring a car. He then used the voucher to hire an ... (2 pages)View decision -
Decision Reference DRN-5523731
9 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5523731 The complaint Mr M complains about Automobile Association Insurance Services Limited (AA) and the additional costs he paid during a breakdown recovery. What happened Mr M held a breakdown policy which included ‘Roadside Assistance’ but not ‘National Recovery’. Mr M used his... (3 pages)View decision -
Decision Reference DRN-5080408
9 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5080408 The complaint Mr C is complaining that Nationwide Building Society didn’t do enough to prevent him from making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. In short, in March 2024 Mr C fell vi... (3 pages)View decision
