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-5741431
17 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5741431 The complaint Mr L has complained that Tesco Underwriting Limited unfairly cancelled his home insurance policy. What happened Mr L bought a home insurance policy with Tesco. In December 2024 he reported a damaged glass pane. Tesco checked a central underwriting database and ... (3 pages)View decision -
Decision Reference DRN-5732305
17 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5732305 THE COMPLAINT Miss C complains Bank of Scotland plc trading as Halifax will not reimburse her money she says she lost when she fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again h... (4 pages)View decision -
Decision Reference DRN-5732363
17 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732363 THE COMPLAINT Miss C complains Lloyds Bank PLC (“Lloyds”) will not reimburse her money she says she lost when she fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail... (5 pages)View decision -
Decision Reference DRN-5579688
16 Aug 2025 Wakam Not upheldInsuranceDRN-5579688 The complaint Miss C complains about how Wakam handled and settled a claim she made for a replacement tablet device. She’s also unhappy it won’t replace the device under warranty. What happened Miss C held a household insurance policy, which is underwritten by Wakam. This p... (3 pages)View decision -
Decision Reference DRN-5651471
16 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5651471 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited has offered an unfair settlement under a motor insurance policy. What happened Mr M had an Admiral motor insurance policy. In September 2024, he made a claim on his policy after his car was damaged. Admi... (3 pages)View decision -
Decision Reference DRN-5462784
16 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5462784 The complaint Miss M is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel jib scam. She was offered a fake online role completing sets of tasks that she was required to pay to a... (3 pages)View decision -
Decision Reference DRN-5725088
16 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725088 The complaint Miss B complains that Barclays Bank UK PLC trading as Tesco Bank has prevented account access by asking her to provide identification that she is unable to provide. What happened Miss B says her Junior Individual Savings Account (ISA) reached maturity on her 18... (2 pages)View decision -
Decision Reference DRN-5716009
15 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5716009 The complaint Miss P has complained about the way West Bay Insurance Plc (“West Bay”) has handled and settled a claim she made under her home insurance policy, for damage to her shed which was caused by a flood. What happened Miss P took out building and contents insurance w... (4 pages)View decision -
Decision Reference DRN-5759359
15 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5759359 The complaint The policy is in the name of Mr O’s company. However, for ease, I will just be referring to Mr O in this decision. Mr O has complained that Zurich Insurance PLC won’t agree to fully settle a claim he made on the travel insurance element of his company policy. ... (3 pages)View decision -
Decision Reference DRN-5748420
15 Aug 2025 UIA (Insurance) Limited Not upheldInsuranceDRN-5748420 The complaint Mr and Mrs M complain that UIA (Insurance) Limited (‘UIA’) didn’t agree to cover some areas of damage in their home after they made a claim on their home insurance policy for subsidence. References to UIA include its agents. What happened Both parties will be... (4 pages)View decision