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 386170 results
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Decision Reference DRN-5878833
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5878833 The complaint and background Miss M complains that Barclays Bank UK PLC (“Barclays”) won’t reimburse the full amount she lost when she fell victim to an employment scam. Instead, it acknowledged that it could have done more and credited her account with half of the amount lo... (2 pages)View decision -
Decision Reference DRN-6012884
17 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-6012884 The complaint Mr L complains that AXA Insurance UK Plc trading as Moja (‘AXA’) repudiated his claim and avoided his motor insurance policy following a claim. What happened A motor insurance policy was taken out on behalf of Mr L on 11 January 2025. AXA were the underwriters ... (4 pages)View decision -
Decision Reference DRN-5854948
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854948 The complaint Mr N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5835113
17 Dec 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5835113 The complaint Mrs O has complained that Assurant General Insurance Limited unfairly and unreasonably declined to pay her claim for her daughter’s stolen mobile phone under her mobile phone policy. She has also complained that Assurant called her a liar. What happened Mrs O’... (3 pages)View decision -
Decision Reference DRN-5176015
17 Dec 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5176015 The complaint Mr and Mrs W complain about a reviewable whole of life policy they hold with Zurich Assurance Ltd. They’re unhappy with the outcome of a policy review held in 2022 which meant that the premiums needed to increase significantly in order to maintain the sum assur... (4 pages)View decision -
Decision Reference DRN-5962878
17 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5962878 The complaint Mr H is unhappy with the assistance he received from AWP P&C S.A. when he claimed on his travel insurance policy. What happened Mr H was on an extended trip abroad when he discovered he had insufficient medication (an inhaler) for a medical condition he’d d... (3 pages)View decision -
Decision Reference DRN-5960945
17 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5960945 The complaint Mr G and Mr GY have complained that Aviva Insurance Limited unfairly declined Mr G’s travel insurance claim after he was denied boarding at the airport. While Mr G and Mr GY have a joint policy, only Mr G was travelling on the occasion giving rise to the compla... (3 pages)View decision -
Decision Reference DRN-5018703
17 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5018703 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by an investment scam. What happened Between January 2021 and October 2021 Mrs O made multiple payments to two cryptocurrency exchanges... (5 pages)View decision -
Decision Reference DRN-5936573
17 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5936573 The complaint Mrs I and Mr I have complained that Ageas Insurance Limited has declined a contents insurance claim. What happened The background to this complaint is well known to the parties so I won’t repeat the details in full here. In summary Mrs and Mr I took out a build... (3 pages)View decision -
Decision Reference DRN-5662926
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5662926 The complaint Mr A complains that Monzo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened On 9 October 2024, a number of transactions debited Mr A’s account totalling £601.50. Mr A says he didn’t authorise these transactions... (3 pages)View decision
