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 367928 results
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Decision Reference DRN-5371566
25 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5371566 The complaint Mr D complains that Liverpool Victoria Insurance Company Limited (LV) didn’t competently deal with a claim he made on his landlord home emergency insurance policy which he says caused extra damage to his property. Reference to LV includes its agents. What happe... (2 pages)View decision -
Decision Reference DRN-4947628
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4947628 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr P fell victim to a fake job scam after he was co... (10 pages)View decision -
Decision Reference DRN-5353687
25 Mar 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5353687 The complaint T, a limited company, complains Arthur J. Gallagher Insurance Brokers Limited (AJG) mis- sold it a business protection insurance policy. T is represented by its director, Mr B. What happened In 2021 T took out business protection insurance through AJG which inc... (2 pages)View decision -
Decision Reference DRN-5117526
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5117526 The complaint Mr P complains Aviva Insurance Limited has unfairly declined a claim he made on a building’s insurance policy. What happened Mr P’s property has suffered two previous episodes of subsidence in 2003 and 2009. Aviva stabilised the property and, on each occasion, ... (2 pages)View decision -
Decision Reference DRN-5368297
25 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5368297 The complaint Mr M complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr M was approved for a Capital One credit card in January 2022 with a £1,000 credit limit. The credit limit was increased to £1,750 in December 2022. Mr M says that Capital O... (3 pages)View decision -
Decision Reference DRN-5323486
25 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5323486 The complaint Mr I has complained about the way his motor breakdown insurer, RAC Insurance Limited (‘RAC’), dealt with a claim he made on his policy. RAC is the underwriter of this policy i.e., the insurer. During the claim Mr I also dealt with other businesses who act as R... (3 pages)View decision -
Decision Reference DRN-5415756
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415756 The complaint Mr B in unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of an investment scam. What happened Mr B invested in a rent-to-rent property scheme. Mr B was introduced to R who produced all contracts, and payments were made direct to... (3 pages)View decision -
Decision Reference DRN-5426096
25 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5426096 The complaint Mrs F complains that Barclays Bank UK PLC lent irresponsibly when it approved two loan applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mrs F already had a loan wit... (4 pages)View decision -
Decision Reference DRN-5426026
25 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5426026 The complaint Mrs A complains that U K Insurance Limited (“UKI”) damaged her block-paved driveway whilst carrying out repairs to her home. She’s unhappy with how UKI has proposed to resolve the situation. Mrs A has been represented by her daughter. For clarity, I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5419477
25 Mar 2025 Wakam UpheldInsuranceDRN-5419477 The complaint Mr S is complaining Wakam declined a claim he made on his contents insurance policy after he made a claim for damage to his watch. What happened In July 2024 Mr S contacted Wakam to claim for damage to his watch. However, Wakam later contacted Mr S to say he ha... (4 pages)View decision
