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 374385 results
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Decision Reference DRN-5727985
27 Aug 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5727985 The complaint Ms T complains about the service she received from Ikano Bank AB (publ) trading as The New Look Card, in relation to a store card account she held with them. What happened Ms T held a store card account with Ikano. The card was taken out in 2019 with an initia... (3 pages)View decision -
Decision Reference DRN-5736108
27 Aug 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5736108 The complaint Mr H complains about the response of Safe World Insurance Group (UK) Ltd (‘Safe World’) when responding to a claim made under an insurance backed guarantee. What happened The background to this complaint is well known to Mr H and Safe World. Rather than repeat ... (3 pages)View decision -
Decision Reference DRN-5690854
27 Aug 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5690854 The complaint Mr S is complaining about the amount Automobile Association Insurance Services Limited (‘AAIS’) wanted to charge when he said he wanted to cancel his roadside assistance policy. What happened In May 2025 Mr S took out a roadside assistance policy through AAIS –... (2 pages)View decision -
Decision Reference DRN-5649618
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5649618 The complaint Mrs T has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim for damage to her property caused by subsidence. Any reference to Aviva in this decision also includes its agents, contractors, and employees. What happened In June 2021, Mrs T m... (3 pages)View decision -
Decision Reference DRN-5325327
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5325327 The complaint Mr P and Mrs P are unhappy that Lloyds Bank Plc won’t refund all the losses they incurred because of an investment scam. What happened In 2024, Mr P and Mrs P were the victims of an investment scam which involved one payment they made on 13 May 2024 for £24,75... (3 pages)View decision -
Decision Reference DRN-5641145
27 Aug 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5641145 The complaint Mr O complained that Zurich Insurance Company Ltd treated his motor insurance policy a void from the start. What happened After Mr O had an accident Zurich declared his policy as being void from outset and would not accept his claim. This was because he did no... (3 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN-5517478
27 Aug 2025 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-5517478 The complaint The estate of the late Mrs B complains that The Royal London Mutual Insurance Society Limited (“Royal London”): Didn’t provide the executors with the date of death values for Mrs B’s policies until the executor had asked four times. Couldn’t provide copies... (3 pages)View decision -
Decision Reference DRN-5690464
27 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5690464 The complaint Mr S complains that Zopa Bank Limited unfairly recorded a default on his credit file. What happened Mr S held a loan with Zopa; in March 2025 the account defaulted due to lack of repayment, and Zopa recorded that information with Credit Reference Agencies (“CR... (3 pages)View decision -
Decision Reference DRN-5767800
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5767800 The complaint Mr L complains about the suitability of advice provided by The Acorn Partnership IFA LLP (“Acorn”) in relation to a pension and investment bond. What happened The background to the complaint will be well known to both parties, so I’ll only give some key details... (5 pages)View decision
