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
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Decision Reference DRN-5832996
24 Sep 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5832996 The complaint Mr K complains that AXIS Specialty Europe SE declined a claim for storm damage on his commercial property insurance policy. Where I refer to AXIS, this includes its agents and claims handlers acting on its behalf. What happened Mr K made a claim on his policy i... (3 pages)View decision -
Decision Reference DRN-5610720
24 Sep 2025 Wakam UpheldInsuranceDRN-5610720 The complaint Ms D complains that Wakam has unfairly declined a claim under her pet insurance policy. Where I refer to Wakam this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complai... (4 pages)View decision -
Decision Reference DRN-5754723
24 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5754723 The complaint Mr and Mrs M are unhappy that Inter Partner Assistance SA (IPA) declined their travel insurance claim. Any reference to IPA includes all its agents. What happened Mr and Mrs M took a single trip travel insurance policy in November 2024. The policy is underwritt... (3 pages)View decision -
Decision Reference DRN-5613393
24 Sep 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5613393 The complaint Miss R complains Plata Finance Limited (Plata) didn’t sufficient check she could afford the repayments before they agreed to lend to her. What happened In October 2023 Miss R entered into a Fixed Sum loan agreement with Plata for £20,000. After interest and cha... (4 pages)View decision -
Decision Reference DRN-5359992
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5359992 The complaint Miss H complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she lost as the result of two scams. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Miss H said she was unemploy... (4 pages)View decision -
Decision Reference DRN-5737586
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5737586 The complaint Mr L is unhappy Monzo Bank Ltd closed his account and transferred his account balance elsewhere. What happened Monzo notified Mr L on 18 June 2025 that they were closing his account with immediate effect and wouldn’t provide a reason. The closure communication... (4 pages)View decision -
Decision Reference DRN-5798558
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5798558 The complaint Mr and Mrs C have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. As it is Mr C leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs C and their two childr... (3 pages)View decision -
Decision Reference DRN-5821996
24 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5821996 The complaint Miss A says that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft facility she couldn’t afford to repay sustainably. What happened In August 2011 NatWest agreed to provide Miss A with a student overdraft facility of £500 t... (5 pages)View decision -
Decision Reference DRN-5822783
24 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5822783 The complaint Mr B and Ms J complain that Bank of Scotland plc trading as Halifax gave them unclear and incorrect information about their mortgage balance. This resulted in a shortfall when they repaid the mortgage, which led to delays selling the property. Mr B and Ms J ar... (4 pages)View decision -
Decision Reference DRN-5838304
24 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5838304 The complaint Mrs K complains about how Intact Insurance UK Limited (formally Royal & Sun Alliance Insurance Limited) handled a claim on her buildings insurance policy. What happened Mrs K had an insurance policy with Intact which renewed in February 2022. I was sorry to... (4 pages)View decision
