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 375426 results
-
Decision Reference DRN-5469755
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5469755 The complaint Mrs K complains that AXA Insurance UK Plc turned down her landlord buildings insurance claim. What happened Mrs K holds landlord buildings insurance cover with AXA for a property she rents out. At the rear of the garden there’s a retaining wall which runs alon... (4 pages)View decision -
Decision Reference DRN-5510460
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5510460 The complaint Mrs M complains AXA Insurance UK Plc trading as Moja (AXA) unfairly settled a claim on her motor insurance policy. AXA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As AXA have accepted i... (3 pages)View decision -
Decision Reference DRN-5620772
23 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5620772 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding again... (15 pages)View decision -
Decision Reference DRN-5143914
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5143914 The complaint Mr M has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again in full here. Instead, I will focus on giving the reasons for my decisi... (4 pages)View decision -
Decision Reference DRN-5469751
23 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5469751 The complaint Mr and Mrs L complain that Lloyds Bank General Insurance Limited turned down their building insurance claim and then refused to renew their policy. What happened Mr and Mrs L held building insurance cover with Lloyds Bank. At the rear of their garden there’s a... (5 pages)View decision -
Decision Reference DRN-5469580
23 Jul 2025 Metro Bank PLC Not upheldMortgagesDRN-5469580 The complaint Mrs L complains that Metro Bank PLC charged her an early repayment charge (ERC) after it declined her application to port her mortgage to a new property. What happened Mrs L took out a mortgage with Metro in 2023. She borrowed just over £230,000 over a term of ... (2 pages)View decision -
Decision Reference DRN-5469663
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5469663 The complaint Mr and Mrs S complain that AXA Insurance UK Plc turned down their building insurance claim. What happened Mr and Mrs S hold building insurance cover with AXA. At the rear of their garden there’s a retaining wall which runs alongside a river/brook. The wall is ... (5 pages)View decision -
Decision Reference DRN-5365664
23 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5365664 The complaint Mr K complains about the position on liability taken by Aviva Insurance Limited (‘Aviva’) on a claim made on his car insurance policy. What happened Mr K was involved in a road traffic accident with another car in April 2023. Mr K reported the incident to Aviv... (3 pages)View decision -
Decision Reference DRN-5622388
23 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5622388 The complaint Mr C complains about the poor service provided by TSB Bank plc when looking to amend details on his account. He says this caused a financial loss. What happened On 11 August 2024 Mr C contacted TSB on its online chat portal to amend his home address. TSB action... (3 pages)View decision -
Decision Reference DRN-5666659
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5666659 The complaint Miss K complains PayPal UK Ltd restricted her account and withheld money. What happened Miss K sold a handbag and was paid the money via PayPal. PayPal then limited, or blocked, Miss K’s account. PayPal told Miss K it wouldn’t release the money for 180 days. ... (2 pages)View decision
