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 401363 results
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Decision Reference DRN-6218767
12 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6218767 The complaint Mrs S is unhappy with the administration of the Reviewable Whole of Life (RWOL) policy she holds with Aviva Life & Pensions UK Limited (Aviva). What happened I understand Mrs S made an application for a Reviewable Whole of Life (RWOL) policy with General A... (5 pages)View decision -
Decision Reference DRN-6124535
12 Mar 2026 AWP P&C S.A. Not upheldInsuranceDRN-6124535 The complaint Mr H complains about how AWP P&C S.A. handled his claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr H has travel insurance through his bank account. He lost his passport and multiple-entry visa whilst on a trip... (3 pages)View decision -
Decision Reference DRN-6026461
12 Mar 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6026461 The complaint Mr D complains about a car he acquired through a finance agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge Finance’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complai... (6 pages)View decision -
Decision Reference DRN-5999414
12 Mar 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5999414 The complaint Ms R complains AmTrust Speciality Limited has handled a legal expenses insurance (LEI) claim unfairly. Any reference to AmTrust includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, and as the Inve... (4 pages)View decision -
Decision Reference DRN-6167066
12 Mar 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6167066 The complaint Mr M complains that CREATION CONSUMER FINANCE LIMITED (Creation) were unreasonable to default his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (2 pages)View decision -
Decision Reference DRN-6168662
12 Mar 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6168662 The complaint Mr D complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMW”) provided him with an unaffordable regulated hire purchase agreement. What happened In July 2023 BMW provided Mr D with a hire purchase agreement to finance the... (3 pages)View decision -
Decision Reference DRN-6068278
12 Mar 2026 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-6068278 The complaint Mrs C complains that Somerset Bridge Insurance Services Limited trading as Go Skippy mishandled her motor insurance policy. What happened For the year from 12 December 2023, Mrs C had a motor policy through Go Skippy. For the year from 12 December 2024, Mrs C... (3 pages)View decision -
Decision Reference DRN-6215948
12 Mar 2026 HISCOX UNDERWRITING LTD Not upheldInsuranceDRN-6215948 The complaint Miss L has complained about Hiscox Underwriting Limited’s decision to decline her claim under her Business Insurance policy and its decision to cancel the policy. Miss L’s policy is in the trading name of a business, but as this is not a limited company, this ... (3 pages)View decision -
Decision Reference DRN-6139362
12 Mar 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6139362 The complaint PayPal UK Ltd (‘PayPal’) provided Mrs C with a revolving credit facility in May 2020 with a limit of £750. Subsequently there were three increases to the credit limit. The last of these was in December 2022 when the limit was increased to £2,550. Mrs C says Pa... (2 pages)View decision -
Decision Reference DRN-6050797
12 Mar 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6050797 The complaint Miss R has complained that Capital One (Europe) plc were irresponsible in opening a credit card account and subsequently increasing the credit limit. What happened Capital One provided Miss R with a credit card in February 2021 with a credit limit of £750. This... (3 pages)View decision