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-5476119
22 May 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5476119 The complaint Mr M and Mrs Z have complained that Amtrust Specialty Limited (Amtrust) declined part of a claim they made for damage to their roof. What happened Mr M and Mrs Z held a home insurance policy underwritten by Amtrust. In September 2024 Mr M and Mrs Z made a clai... (5 pages)View decision -
Decision Reference DRN-5574900
22 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5574900 The complaint Mr L complains that National Westminster Bank Public Limited Company (NatWest) failed to monitor his account in line with regulations which led to him paying high charges in the last six years. What happened Mr L has had a current account with NatWest for many ... (5 pages)View decision -
Decision Reference DRN-5576826
22 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5576826 The complaint Mr H has complained that his van insurer, Advantage Insurance Company Limited (‘Advantage’) unfairly declined a claim he made on his policy. Mr H brought his complaint to our service through a representative, Mrs H, but for ease I will refer to all comments as... (6 pages)View decision -
Decision Reference DRN-5243409
22 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5243409 The complaint Mr M and Mr Y are unhappy with the assistance provided by Inter Partner Assistance SA (‘IPA’) under a travel insurance policy they and their children had the benefit of, after Mr M was injured on holiday. All reference to IPA includes its agents. What happene... (2 pages)View decision -
Decision Reference DRN-5463546
22 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5463546 The complaint Mr and Mrs D have complained that Aviva Insurance Limited (Aviva) turned down a claim they made on their gadget insurance policy. Aviva is the underwriter of this policy i.e., the insurer. During the claim Mr and Mrs D also dealt with other businesses who act ... (4 pages)View decision -
Decision Reference DRN-5332369
22 May 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5332369 The complaint Mr B complains that Scottish Widows Limited failed to act on his request for an enhanced annuity and purchased a standard annuity on his behalf once he’d passed the age of 75 without considering his wishes. What happened In 2022 Mr B, with the help of an advise... (7 pages)View decision -
Decision Reference DRN-5343926
22 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5343926 The complaint Mr G says Bank of Scotland plc, trading as “Halifax”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, s... (2 pages)View decision -
Decision Reference DRN-5178554
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5178554 The complaint Mrs D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs D is being represented by a claims management company but, for ease of reference, I’ll only refer to Mrs D here. What happened The detailed background to this complai... (6 pages)View decision -
Decision Reference DRN-5469747
22 May 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5469747 The complaint Miss L complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending. Had it done so, it would’ve seen Miss L had defaults and her outgoings exceeded her income. What happened In September 2023, Startline pro... (4 pages)View decision -
Decision Reference DRN-5524787
22 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5524787 The complaint Mr D complains that Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’) entered into a Hire Purchase agreement with him when it was unaffordable. Mr D complained using a professional representative, but I will refer to Mr D throughout. What... (5 pages)View decision
