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-5731166
19 Aug 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5731166 The complaint Ms G and Mr H are unhappy that Astrenska Insurance Limited trading as Collinson Insurance partially settled their claim when Ms G became too unwell to travel. What happened Ms G and Mr H bought a single trip travel insurance policy from Astrenska in January 202... (4 pages)View decision -
Decision Reference DRN-5731107
19 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5731107 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2022, Mr B used his Amex credit card to buy three LPWAN Cry... (3 pages)View decision -
Decision Reference DRN-5671665
19 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5671665 The complaint Mr R complains about a car supplied to him using a hire purchase agreement taken out with MI Vehicle Finance Limited (“MIVF”). What happened In February 2023, Mr R acquired a used car using a hire purchase agreement with MIVF. The car was around five years old... (5 pages)View decision -
Decision Reference DRN-5642461
19 Aug 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5642461 The complaint Mr M complains about Watford Insurance Company Europe Limited (Watford) cancelling his motor insurance and declining claims for two accidents because he didn’t tell them about a change in his occupation. Any reference to Watford in this decision includes their... (5 pages)View decision -
Decision Reference DRN-5327586
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327586 The complaint Ms L complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What happened... (4 pages)View decision -
Decision Reference DRN-5082597
19 Aug 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-5082597 The complaint Mrs K has complained that abrdn Fund Managers Limited (‘abrdn’) caused her unnecessary expense when selling her stocks and shares ISA and her withdrawal of the proceeds. What happened Mrs K had been a customer of abrdn since 2004. In April 2024 she decided to ... (4 pages)View decision -
Decision Reference DRN-4886244
19 Aug 2025 Phoenix Life Limited Not upheldInsuranceDRN-4886244 The complaint Mr O as Trustee for the O Trust complains about Phoenix Life Limited’s administration of a reviewable whole of life policy. He complains that the policy has been mismanaged by Phoenix Life, levying unreasonable and excessive charges to avert its liability. He’d... (4 pages)View decision -
Decision Reference DRN-5625070
19 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5625070 The complaint Mr and Mrs T have complained about the settlement offered by Aviva Insurance Limited after they made a claim under their home insurance policy. Whilst the policy is in joint names, Mrs T has dealt with the claim. So I’ll mainly refer to her in this decision. ... (2 pages)View decision -
Decision Reference DRN-5542739
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542739 The complaint Ms L complains that Santander UK Plc didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What hap... (3 pages)View decision -
Decision Reference DRN-5762206
19 Aug 2025 Unum Ltd UpheldInsuranceDRN-5762206 The complaint Mrs P complains that Unum Ltd declined her claim under an income protection policy. What happened Mrs P is covered by an income protection policy, which is provided by Unum. The policy pays a benefit if Mrs P is unable to work due to an illness or injury. The ... (6 pages)View decision