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 400694 results
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Decision Reference DRN-5653944
12 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5653944 The complaint A director of “W”, a limited company, has complained that Society of Lloyd’s (“Lloyds”) did not make W aware of a Schedule of Endorsements, which it added to W’s policy without W’s agreement, in breach of contract. Any reference to Lloyds in this decision inclu... (3 pages)View decision -
Decision Reference DRN-5334102
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5334102 THE COMPLAINT Miss H complains Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Miss H is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Miss H solely in this decision ... (4 pages)View decision -
Decision Reference DRN-5790272
12 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5790272 The complaint Miss N complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around August 2023 Miss N acquired a used car under a hire purchase agreement with MotoNovo. The car is listed with a cash price of £8,85... (3 pages)View decision -
Decision Reference DRN-5786219
12 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5786219 The complaint A limited company, which I will refer to as D, complains about the handling of its commercial motor insurance claim by Accredited Insurance (Europe) Ltd. D is currently in liquidation. But the liquidator has consented to this complaint. What happened The follow... (4 pages)View decision -
Decision Reference DRN-5595942
12 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5595942 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. Mr M’s sister is helping him with his complaint. What happened A used car was supplied to Mr M under a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5719672
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5719672 The complaint A sports club, which I will refer to as E, complains about the decline of its commercial property damage claim by Aviva Insurance Limited. What happened The following is intended only as a brief summary of the events leading to this point. Additionally, althoug... (2 pages)View decision -
Decision Reference DRN-5600055
12 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5600055 The complaint Ms J complains that Domestic & General Insurance Plc (DGI) unfairly cancelled her appliance protection policies without informing her that she’d forfeit loyalty rewards she’d accumulated when incepting those policies. What happened Ms J held several applia... (5 pages)View decision -
Decision Reference DRN-5348045
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5348045 The complaint Miss L complains that Revolut has declined to reimburse payments made from her account as part of a scam. What happened Miss L received a call from a scammer impersonating another banking provider and Action Fraud. She was convinced that the funds in a business... (4 pages)View decision -
Decision Reference DRN-5791465
12 Sep 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5791465 The complaint A limited company, which I will refer to as P, complains about the decline by Hiscox Insurance Company Limited of its business interruption claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a summary of the events... (3 pages)View decision -
Decision Reference DRN-5806984
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5806984 The complaint Mr H complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backg... (3 pages)View decision