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 400693 results
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Decision Reference DRN-5610709
15 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5610709 The complaint Miss B is unhappy with how Chubb European Group SE trading as Combined Insurance (Chubb) has handled her income protection insurance claim. What happened Miss B has an income protection policy. The underwriter is Chubb. She submitted a claim in 2022. Miss B sai... (2 pages)View decision -
Decision Reference DRN-5762995
15 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5762995 The complaint Mr S complains The National Farmers’ Union Mutual Insurance Society Limited (NFU) has recorded a fault claim against his motor insurance policy following an accident. What happened The circumstances of this complaint will be well known to both parties and so I’... (3 pages)View decision -
Decision Reference DRN-5811506
15 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5811506 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against... (4 pages)View decision -
Decision Reference DRN-5706009
15 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5706009 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited haven’t fully settled a claim she made on a personal accident insurance policy and with the service she’s received. What happened Miss M had a personal accident insurance policy linked to a motor insur... (10 pages)View decision -
Decision Reference DRN-5723115
15 Sep 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5723115 The complaint Mr P complains that Alwyn Insurance Company Limited declined a claim on his motorcycle insurance policy. Mr P’s policy was sold and is administered by a third-party company on Alwyn’s behalf and all of Mr P’s correspondence has been with this company. However, ... (4 pages)View decision -
Decision Reference DRN-5816315
15 Sep 2025 BISL Limited UpheldInsuranceDRN-5816315 The complaint Mr N complains that BISL Limited (BISL) charged him a cancellation fee twice when he cancelled his car insurance policy and the refund provided is less than it should be. What happened Mr N purchased car insurance via BISL acting as an intermediary. Part way t... (4 pages)View decision -
Decision Reference DRN-5705516
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705516 The complaint Mr A has complained that Monzo Bank Ltd closed his account without notice or explanation, and didn’t give him details about clearing the balance, which led to a default. What happened On 2 February 2023, Monzo wrote to Mr A to tell him it was closing his accoun... (2 pages)View decision -
Decision Reference DRN-5491972
15 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5491972 The complaint Mrs S complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) supplied her with a car which wasn’t of satisfactory quality. What happened Mrs S entered into a hire purchase agreement with Oodle in August 2024 to acquire a used car. The ... (6 pages)View decision -
Decision Reference DRN-5696611
15 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5696611 The complaint Mr F and Miss M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Miss M leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened The sing... (3 pages)View decision -
Decision Reference DRN-5815177
15 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5815177 The complaint Mr M complains about premium increases to his British Gas Insurance Limited home emergency policy. What happened Mr M had a British Gas home emergency policy. His policy was due to renew in January 2025. British Gas wrote to him before the renewal quoting his n... (2 pages)View decision