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 381196 results
-
Decision Reference DRN-5844919
27 Sep 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5844919 The complaint Mr and Mrs K complain that Clydesdale Bank Plc trading as Virgin Money didn’t put a new interest rate product in place for their mortgage. Their mortgage went onto the standard variable rate, causing them financial loss and stress. What happened Mr and Mrs K’s ... (5 pages)View decision -
Decision Reference DRN-5703989
27 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703989 The complaint Mr C complains about Aviva Insurance Limited (“Aviva”) about the decision to decline cover for his watch, when it was stolen. He wants Aviva to cover the loss. What happened Mr C holds high net worth insurance, on the basis of covering ‘all risks’. He had a num... (3 pages)View decision -
Decision Reference DRN-5845817
27 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5845817 The complaint Mr B complains that Tesco Underwriting Limited’s approved repairer didn’t fix some of the damage to his car after an accident. What happened Mr B had a Tesco motor insurance policy. His car was damaged in an accident in July 2024 and he made a claim on his poli... (4 pages)View decision -
Decision Reference DRN-5557902
26 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5557902 The complaint Mr and Mrs H have complained that AmTrust Specialty Limited (“AmTrust”) unfairly declined a claim they made under their building warranty. What happened In 2021, Mr and Mrs H bought a newly built property which came with a 10-year building warranty, which was u... (4 pages)View decision -
Decision Reference DRN-5820984
26 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5820984 The complaint Mrs B and Mr B complain about Lloyds Bank General Insurance Limited (“Lloyds”) for the way it handled their claim for damage to their home. They feel that Lloyds failed to make reasonable adjustments for them, and they want an apology and for Lloyds to change i... (3 pages)View decision -
Decision Reference DRN-5611119
26 Sep 2025 Insurance Factory Limited Not upheldInsuranceDRN-5611119 The complaint Mr K complains INSURANCE FACTORY LIMITED ("IFL") mis-sold a pet insurance policy. References to IFL in this decision are also intended to refer to the actions of any agents it uses to deal with the sale and administration of policies on its behalf. Wh... (2 pages)View decision -
Decision Reference DRN-5778942
26 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5778942 The complaint Ms W complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat the full details again here. Instead, I’ll foc... (3 pages)View decision -
Decision Reference DRN-5485619
26 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5485619 The complaint Mrs F complains Santander UK Plc won’t reimburse money she lost when she fell victim to a scam. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary here. Mrs F was looking online for ... (3 pages)View decision -
Decision Reference DRN-5415702
26 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5415702 The complaint Mr B complains Revolut Ltd won’t reimburse money he lost when he fell victim to a cryptocurrency investment scam. What happened As all parties are aware of the full details of the complaint, which are also note in dispute, I will only include a summary here. M... (3 pages)View decision -
Decision Reference DRN-5220365
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5220365 The complaint Mr B complains that HSBC Bank plc (“HSBC”) blocked his accounts following an attempt to make a payment. In particular, Mr B is unhappy at the questions HSBC asked him in order to have the blocks removed and that HSBC referred the matter to the police and social... (4 pages)View decision
