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 375868 results
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Decision Reference DRN-5583298
31 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5583298 The complaint Mr K and Miss S have complained about Lloyds Bank General Insurance Limited (Lloyds)’ decision to reject a claim they made under their home insurance policy and avoid their policy (treat it as if it never existed). What happened In January 2024 Mr K and Miss S ... (3 pages)View decision -
Decision Reference DRN-5643644
31 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5643644 Complaint Mr T complains Aviva Insurance Limited (Aviva) unfairly cancelled his car insurance policy. What happened In July 2024 Mr T took out a car policy with Aviva. The policy terms and conditions explained: We (or Your insurance intermediary ), may cancel this insuranc... (2 pages)View decision -
Decision Reference DRN-5512701
31 Jul 2025 Wakam UpheldInsuranceDRN-5512701 The complaint Mrs T has complained that Wakam declined a claim made under her pet insurance policy. What happened The background to this complaint is well known to the parties so I won't repeat all the details here. In summary Mrs T's dog was attacked by three badg... (2 pages)View decision -
Decision Reference DRN-5725705
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5725705 The complaint Mr B’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 (‘CCA’). (2) Deciding against paying a... (3 pages)View decision -
Decision Reference DRN-5502096
31 Jul 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5502096 The complaint P, a limited company, complains Alwyn Insurance Company Limited turned down a claim it made on its commercial legal protection insurance policy. What happened P’s landlord sought to end its lease. P challenged the relevant notices and a lease extension was agre... (2 pages)View decision -
Decision Reference DRN-4929181
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4929181 The complaint Miss A complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse over £5,000 that she lost when she fell victim to an employment scam. What happened Miss A had uploaded her CV on recruitment sites in pursuit of work. She was contac... (5 pages)View decision -
Decision Reference DRN-5728032
31 Jul 2025 QIC Europe Ltd Not upheldInsuranceDRN-5728032 The complaint Mr R complains that QIC Europe Ltd has caused avoidable delays with the handling of his claim for subsidence. Mr R doesn’t think QIC has been clear on the level of work required and has failed to identify the cause of the subsidence with it unreasonably needing... (5 pages)View decision -
Decision Reference DRN-5194248
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5194248 The complaint Mrs M complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t do enough to protect her when she made a payment to a property investment opportunity that she now considers was a scam. Mrs M brings her complaint with the assistance of a profe... (3 pages)View decision -
Decision Reference DRN-5727815
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727815 The complaint Mr O complains that Wise Payments Limited closed his account without notice and that it has not properly accounted for the funds held at the time of closure. What happened In July 2024 Mr O contacted Wise to query a payment which had been made from his account.... (2 pages)View decision -
Decision Reference DRN-5727274
31 Jul 2025 Chic-Kending Ltd UpheldPensions and AnnuitiesDRN-5727274 The complaint Mrs F complains that Chic-Kending Limited trading as Bloomfield Wealth Management provided unsuitable advice to her when it advised her to switch the investments in her Self- Invested Personal Pension (SIPP) from equities to bonds and gilts. She’s experienced f... (9 pages)View decision
