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 246785 results
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Decision Reference DRN-5520926
9 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5520926 The complaint Mr C is unhappy with what AmTrust Specialty Limited did after he made a claim on his legal expenses insurance policy (relating to a new car). What happened In September 2023 Mr C contacted Amtrust as he’d bought a new vehicle which had defects. He wanted assist... (3 pages)View decision -
Decision Reference DRN-5197940
9 Jun 2025 Evelyn Partners Investment Management Services Limited UpheldInvestmentsDRN-5197940 The complaint Mr O and Mrs O complain that Evelyn Partners Investment Management Services Limited (‘Evelyn’) transferred shares out of their ISAs without giving them the opportunity to replace the ISA funds. What happened Mr O and Mrs O had stocks and shares ISAs with Evelyn... (7 pages)View decision -
Decision Reference DRN-5574640
9 Jun 2025 Motors Insurance Company Limited Not upheldInsuranceDRN-5574640 The complaint Mrs W complains Motors Insurance Company Limited (“Motors Insurance”) delayed repairing her car and provided poor service when she claimed on her motor warranty insurance policy. All references to Motors Insurance include its agents. What happened Mrs W took ou... (2 pages)View decision -
Decision Reference DRN-5351227
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5351227 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY doesn’t have a procedure under which they could challenge the valuation of their property. What happened Mr and Mrs C, through a third-party broker, submitted a mortgage application to ... (3 pages)View decision -
Decision Reference DRN-4855868
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4855868 The complaint Mr C complains that Revolut Ltd has declined to reimburse a payment he says he didn’t authorise. What happened Both parties are familiar with the facts of this case and so I’ll set them out briefly. In November 2023 Mr C received a call from a scammer impersona... (3 pages)View decision -
Decision Reference DRN-5609385
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5609385 The complaint Ms T’s complaint is about a claim made under the home emergency section of her home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened In late January 2024, Ms T contacted RSA as her boiler was not working. RSA sent a contra... (5 pages)View decision -
Decision Reference DRN-5520631
9 Jun 2025 Pinnacle Insurance Limited UpheldInsuranceDRN-5520631 The complaint Ms H is unhappy Pinnacle Insurance Limited turned down a claim she made on her pet insurance policy. What happened In July 2024 Ms H’s dog (H) was referred to a behavioural therapist as he’d growled at another dog when at the vet’s for a pre-op check. The vet n... (4 pages)View decision -
Decision Reference DRN-5507567
9 Jun 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5507567 The complaint Mr U is unhappy that Home Retail Group Card Services Limited, trading as Argos Card, have reported missed payments to his credit file. What happened Mr U had a credit account with Argos which required him to make at least the contractually required minimum paym... (2 pages)View decision -
Decision Reference DRN-5415996
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5415996 The complaint Mr S complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t treat him fairly when he raised a dispute and that its response was rude and unprofessional. What happened Mr S has a credit card account with NatWest. Mr S raised a dispute with NatWest on ... (2 pages)View decision -
Decision Reference DRN-5488582
9 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5488582 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. A... (3 pages)View decision
