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 381082 results
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Decision Reference DRN-5812264
2 Oct 2025 AWP P&C S.A. UpheldInsuranceDRN-5812264 The complaint Mr W1, Mrs W, Miss W and Mr W2 are unhappy with the way in which AWP P&C S.A. has handled a claim made on their travel insurance policy for accommodation costs associated with Mr W1 and Mrs W having to extend their trip abroad after Mr W1 had a stroke. They... (3 pages)View decision -
Decision Reference DRN-5800991
2 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5800991 The complaint Mr W is unhappy that Admiral Insurance (Gibraltar) Limited cash settled a claim under his home insurance policy and about the way the claim has been handled. References in this decision to Admiral include its agents. What happened In February 2023 Mr W made a... (3 pages)View decision -
Decision Reference DRN-5722758
2 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5722758 The complaint Mr W and Mrs W complain about Aviva Insurance Limited’s handling of their buildings insurance claim. Mr W and Mrs W are being represented by Mr M, who I may refer to where applicable below. All references to Aviva also include its appointed agents. What happene... (3 pages)View decision -
Decision Reference DRN-5792582
2 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5792582 The complaint Mr K complains that PayPal UK Ltd unfairly removed the promotional interest rate from his revolving credit account, and that it didn’t tell him. What happened Mr K held a revolving credit account with PayPal which initially carried a promotional 0% interest ra... (3 pages)View decision -
Decision Reference DRN-5593476
2 Oct 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5593476 The complaint Ms H complains that Zempler Bank Limited, trading as Cashplus, failed to recover funds she lost from a scam. What happened The background of this complaint is well known to both parties, so I’ll keep my summary of what happened brief and focus on the reasons fo... (3 pages)View decision -
Decision Reference DRN-5792327
2 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5792327 The complaint Mr K and Miss K are unhappy with the way in which Aviva Insurance Limited handled a claim made on their private health insurance policy (‘the policy’) for treatment Miss K needed. What happened The details of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5813345
2 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5813345 The complaint Mr H is unhappy that The Royal London Mutual Insurance Society Limited (‘Royal London’) haven’t paid a claim he made on an income protection policy. What happened Mr H made a claim on his income protection policy. Royal London declined the claim as they didn’t ... (2 pages)View decision -
Decision Reference DRN-5790075
2 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5790075 The complaint Mr A, Mr C and Mr H are unhappy with the way Inter Partner Assistance SA (IPA) has handled a claim made on their travel insurance policy (‘the policy’) after Mr C needed urgent medical treatment abroad after being injured. I’ll focus on Mr A and Mr C throughou... (2 pages)View decision -
Decision Reference DRN-5805733
2 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5805733 The complaint X complains that Sainsbury’s Bank Plc (‘Sainsbury’s’) closed their account without warning and blocked access until X met identification requirements. X feels Sainsbury’s have been obstructive to them regaining account access and have prevented them from managi... (3 pages)View decision -
Decision Reference DRN-5551769
2 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5551769 The complaint Mr G complains as a sole trader that HSBC UK Bank Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he intended to take out on behalf of his limited company. What happened In 2012, Mr G opened a business bank account with HSBC as... (3 pages)View decision
