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 369228 results
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Decision Reference DRN-5152227
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5152227 The complaint Mr H is complaining that Revolut Ltd hasn’t reimbursed him for funds he lost to a scam. What happened Both parties are familiar with the background of this complaint so I won’t set it out in detail here. In short, in September 2023 Mr H fell victim to a job sca... (13 pages)View decision -
Decision Reference DRN-5411070
8 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5411070 The complaint Miss B complains that she didn’t receive a fair reimbursement of her premium from AXA Insurance UK Plc (‘AXA’) after her claims history was updated on her car insurance policy. What happened In December 2023, Miss B took out a car insurance policy underwritten... (3 pages)View decision -
Decision Reference DRN-5510811
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510811 The complaint Mrs E complains that Barclays Bank UK PLC trading as Tesco Bank disadvantaged her when the merger of the two banks took place, in relation to protection under the FSCS (Financial Services Compensation Scheme), payment of interest and her tax liability. What hap... (3 pages)View decision -
Decision Reference DRN-5374339
8 May 2025 Covertriumph Limited Not upheldInsuranceDRN-5374339 The complaint Mrs S complains Covertriumph Limited (Covertriumph) failed to change her policy from a landlord insurance policy to a personal home insurance policy as she requested. What happened The circumstances of this complaint will be well known to both parties and so I’... (3 pages)View decision -
Decision Reference DRN-5340514
8 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5340514 The complaint Mrs P complains Aviva Insurance Limited has unfairly declined her claim for stock she said was damaged by a fire in a neighbouring building. What happened Mrs P runs a clothing retail business. She has her stock in a unit. In March 2021 there was a fire in a fa... (4 pages)View decision -
Decision Reference DRN-5416321
8 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5416321 The complaint Mr T and Mrs T complain Ageas Insurance Limited have declined the claim they made under their home insurance policy. As Mrs T has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The circumstances of this complaint wi... (3 pages)View decision -
Decision Reference DRN-5480839
8 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5480839 The complaint Ms N has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under her appliance warranty. What happened Ms N contacted D&G to make a claim for an issue with her fridge-freezer. D&G sent an engineer, who found the dam... (2 pages)View decision -
Decision Reference DRN-5401680
8 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5401680 The complaint Mr J has complained that Creation Consumer Finance Ltd (“CCF”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In June 2020, Mr J entered into a fixed sum loan agreement with CCF to fund the purchase of a dishwashe... (4 pages)View decision -
Decision Reference DRN-5466259
8 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5466259 The complaint M, a company, represented by its director Mr B, has complained about its property insurer Zurich Insurance PLC. Zurich has avoided M’s policy and, by association, declined its claim made following incidents of burglary, vandalism and fire. Mr B has instructed ... (3 pages)View decision -
Decision Reference DRN-5370786
8 May 2025 Zuto Limited Not upheldConsumer CreditDRN-5370786 The complaint Miss E complains that she was misinformed by Zuto Limited when brokering a finance agreement for a car. What happened In May 2024 Miss E applied for car finance with Zuto. She requested a finance agreement with no deposit. On 11 May 2024 Zuto submitted a quote ... (3 pages)View decision
