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 363925 results
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Decision Reference DRN-5237381
14 Mar 2025 Kennett Insurance Brokers Limited Not upheldInsuranceDRN-5237381 The complaint A limited company, which I will refer to as Y, complains about the arrangement of its commercial insurance policy by Kennett Insurance Brokers Limited. What happened Both parties are aware of the circumstances leading to this complaint, so the following is inte... (4 pages)View decision -
Decision Reference DRN-5395868
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5395868 The complaint Mr D and Mrs T complain that National Westminster Bank Plc failed to protect their account when Mr D fell victim to a scam. And that it then unfairly closed this account. What happened While this complaint involves a joint account shared by Mr D and Mrs T, it’s... (3 pages)View decision -
Decision Reference DRN-5367692
14 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5367692 The complaint Ms D complains that Aioi Nissay Dowa Insurance UK Limited (Aioi) unfairly declined a claim he made on her motor insurance policy. She’s also unhappy it cancelled her policy. Reference to Aioi includes its agents. What happened Ms D held a motor insurance policy... (4 pages)View decision -
Decision Reference DRN-5344246
14 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5344246 The complaint N, a limited company, complains that Barclays Bank UK PLC took a large sum of money from their business current account, to pay a loan. This left them unable to pay their staff’s wages. They’d like adequate compensation. What happened The background to this co... (2 pages)View decision -
Decision Reference DRN-4708324
14 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4708324 The complaint Mrs M held/holds an account with Bank of Scotland plc (“BoS”). Mrs M’s complaint is about BoS’s refusal to reimburse her money she says she lost due to a scam. Mrs M is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to ... (5 pages)View decision -
Decision Reference DRN-5351291
14 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5351291 The complaint Mr E as the named driver of Mrs F’s car insurance policy has complained about the poor service he received from Liverpool Victoria Insurance Company Limited trading as LV (LV). Mr E made a claim against Mrs F’s car insurance policy following an episode of vanda... (2 pages)View decision -
Decision Reference DRN-5397972
14 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5397972 The complaint A limited company, which I will refer to as J, complains about the decision of U K Insurance Limited trading as NIG to avoid its commercial insurance policy. What happened Both parties are aware of the circumstances leading to this complaint, so the following ... (7 pages)View decision -
Decision Reference DRN-5350737
14 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5350737 The complaint Mr D has complained about Aviva Insurance Limited’s decision to record a claim as a fault claim against his car insurance policy. What happened Mr D was waiting to turn right at a four way junction with traffic lights. As he turned right, he collided with a car... (2 pages)View decision -
Decision Reference DRN-4998425
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4998425 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this decision. What happened The background to this complaint is kn... (9 pages)View decision -
Decision Reference DRN-5344219
14 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5344219 The complaint Mr and Mrs K complain about the settlement provided by Covea Insurance plc (“Covea”) following a claim they made on their home insurance policy after their home was broken into. What happened Mr and Mrs K have home insurance with Covea. U... (3 pages)View decision
