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-5762211
19 Aug 2025 Calpe Insurance Company Limited UpheldInsuranceDRN-5762211 The complaint Mr A complains about Calpe Insurance Company Limited’s delay in handling a claim under his motor insurance policy. Calpe has been represented on the claim by its agents. All references to Calpe include its agents. Mr A has also been represented by his Solicitor... (4 pages)View decision -
Decision Reference DRN-5762219
19 Aug 2025 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5762219 The complaint Ms M complains about the way Right Choice Insurance Brokers Ltd administered her motor insurance policy. What happened Ms M had a motor insurance policy administered by Right Choice. The policy was due to lapse at the end of January 2025. In November 2024, Ms M... (3 pages)View decision -
Decision Reference DRN-5755895
19 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5755895 The complaint Ms L and Mr L complain about esure Insurance Limited (“EIL”) and the decision to decline the claim they made on their home insurance policy, following damage caused by a storm. Mr L has acted as the main representative during the claim and complaint process. So... (3 pages)View decision -
Decision Reference DRN-5580108
19 Aug 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5580108 The complaint Mr M complains that Tandem Personal Loans Ltd lent to him irresponsibly. What happened Mr M has had two loans with Tandem agreed on the following terms: Date drawn Amount Term Monthly repayment Date repaid Loan 122 November 2021 £2,00024 months £129.74 18 Nove... (4 pages)View decision -
Decision Reference DRN-5698263
19 Aug 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5698263 The complaint Mr C is unhappy that Zurich Insurance Company Ltd (Zurich) declined to fully cover the cost of his cancelled trip on his travel insurance policy. Any reference to Zurich includes all its agents. What happened The background to this complaint is well-known to bo... (2 pages)View decision -
Decision Reference DRN-5599870
19 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5599870 The complaint Mrs B has complained that Admiral Insurance (Gibraltar) Limited provided misleading information to her when she contacted it about a fallen tree. Mrs B holds a home insurance policy with Admiral. What happened Mrs B contacted Admiral to report that a tree in he... (3 pages)View decision -
Decision Reference DRN-5708622
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5708622 The complaint Ms S complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the key points. Ms S says she was ap... (4 pages)View decision -
Decision Reference DRN-5144676
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5144676 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvie... (6 pages)View decision -
Decision Reference DRN-5694267
19 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5694267 The complaint C, a limited company, complains about Aviva Insurance Limited’s (Aviva) decision to partially decline a claim for storm damage made under its buildings insurance policy. Any references to Aviva include its agents. C is being represented by Mr W. What happened... (2 pages)View decision -
Decision Reference DRN-5668057
19 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5668057 The complaint Miss H complains that Allianz Insurance Plc has treated her unfairly when handling a claim made on her residential property owners policy. Miss H does not think Allianz has fairly considered the damage caused to her property by its former tenants, with its offe... (3 pages)View decision