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 365360 results
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Decision Reference DRN-5362337
2 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5362337 The complaint Miss T has complained that Domestic & General Insurance Plc (D&G) have cancelled all her policies with them and alleged unusual activity . What happened On 1 November 2021 Miss T took out a policy with D&G to cover her son’s PS5 Games console. The ... (3 pages)View decision -
Decision Reference DRN-5404894
2 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5404894 The complaint Ms S complains Barclays Bank UK PLC trading as Tesco Bank sent mail to her old address after she had updated her details with it to a new address. What happened Ms S explained she changed address so contacted Tesco Bank and provided new details for future corre... (3 pages)View decision -
Decision Reference DRN-5412890
2 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5412890 The complaint Mr Q complains Barclays Bank UK PLC unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5452130
2 Apr 2025 ReAssure Limited Not upheldInsuranceDRN-5452130 The complaint Mr and Mrs G complain that ReAssure Limited gave them incorrect information about their critical illness insurance policy. What happened Mr and Mrs G made a claim under their critical illness insurance policy with ReAssure after Mr G was sadly diagnosed with ca... (2 pages)View decision -
Decision Reference DRN-5449232
2 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5449232 The complaint Mr D complains Metro Bank PLC loaded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this case, inviting both parties to let me have any further comments and evidenc... (4 pages)View decision -
Decision Reference DRN-5204277
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5204277 The complaint Miss P has complained about the way Tesco Personal Finance Limited dealt with her claim for money back in relation to treatment she paid for on her credit card. What happened The circumstances of the complaint are well known to the parties, so I won’t go over ... (4 pages)View decision -
Decision Reference DRN-5368895
2 Apr 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5368895 The complaint Miss S complained that, about a year after she paid off her mortgage with Accord Mortgages Limited, it contacted her to refund some money. Miss S said Accord had kept this from her for a year, and said it had done nothing at all to make up for that. What happen... (3 pages)View decision -
Decision Reference DRN-5435700
2 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5435700 The complaint Mr L has complained about the cash settlement he received from Aviva Insurance Limited (‘Aviva’) following his claim for water damage under his buildings insurance policy. What happened At the end of October 2024, Mr L noticed water marks on the kitchen ceilin... (3 pages)View decision -
Decision Reference DRN-5374975
2 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5374975 The complaint Miss M and Mr P complain about how BUPA Insurance Limited reduced the No Claims Discount (“NCD”) on their private health insurance policy. What happened Miss M and Mr P hold a private health insurance policy which is provided by Bupa. Miss M had two linked pr... (2 pages)View decision -
Decision Reference DRN-5328206
2 Apr 2025 Unum Ltd Not upheldInsuranceDRN-5328206 The complaint Mr M is unhappy that Unum Ltd (Unum) declined his income protection claim. What happened Mr M has a group income protection policy through his employer. The policy provides a benefit under certain circumstances after a deferred period of 26 weeks on an own occu... (4 pages)View decision
