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 368546 results
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Decision Reference DRN-4963395
31 Mar 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4963395 The complaint A limited company, which I will refer to as T, complains about the handling by Hiscox Insurance Company Limited of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summ... (7 pages)View decision -
Decision Reference DRN-5404709
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5404709 The complaint Mr H and Mrs W’s complaint is about the rejection of a claim under the legal expenses section of their household insurance policy with Aviva Insurance Limited. Mr H has been the main correspondent on the complaint, so I will refer to him throughout. Aviva is th... (5 pages)View decision -
Decision Reference DRN-5294125
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5294125 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5392679
31 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5392679 The complaint Miss P complains about the level of service provided by Marshmallow Insurance Limited after she made a claim on her motor insurance policy. She wants compensation for wear and tear on her car and for the further damage caused and her physiotherapy treatment to ... (3 pages)View decision -
Decision Reference DRN-5373085
31 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5373085 The complaint Ms F and Mrs P complained about Advantage Insurance Company Limited. They are not happy about the way it dealt with a claim under their motor insurance policy after their car was declared a total loss. What happened Ms F made a claim under her motor insurance p... (2 pages)View decision -
Decision Reference DRN-5004611
31 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5004611 The complaint Ms A is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In August 2022, Ms A was supplied with a used car through a conditional sale agreement with Moneybarn. She... (3 pages)View decision -
Decision Reference DRN-5424843
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5424843 The complaint Mr C has complained that Aviva Insurance Limited declined a cancellation claim he made on a travel insurance policy. What happened Mr C had planned a trip abroad for a family celebration in October 2024. Unfortunately, he was unable to have one of the required... (3 pages)View decision -
Decision Reference DRN-5369405
31 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5369405 The complaint Miss B complains about the way in which Lloyds Bank PLC (Lloyds) have dealt with debt on her credit card account. What happened Lloyds had appointed a collection agency (who I’ll call ‘M’) to collect the debt Miss B owed them. In August 2022 they decided to rev... (2 pages)View decision -
Decision Reference DRN-5383908
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5383908 The complaint Mr H complains about a decision taken by Barclays Bank UK PLC to remove his £300 current account overdraft facility. What happened On 29 November 2024 Barclays wrote to Mr H to say that on 17 January 2025 it would be removing his £300 overdraft facility. Unhapp... (2 pages)View decision -
Decision Reference DRN-5440797
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5440797 The complaint Mr S’s complaint is about the handling of claim under his legal expenses insurance cover with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents... (4 pages)View decision
