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 376696 results
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Decision Reference DRN-5781505
15 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5781505 The complaint Miss C complains about the way Covea Insurance plc (‘Covea’) handled a claim she made on her property insurance policy. What happened Miss C held a property insurance policy with Covea. She raised a claim with them in June 2024 following an escape of water. Mi... (3 pages)View decision -
Decision Reference DRN-5712224
15 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5712224 The complaint Mr R is unhappy with the quality of a car financed using a hire purchase agreement by Volkswagen Financial Services (UK) Limited. What happened In May 2024, Mr R entered into a hire purchase agreement with Volkswagen for a brand new car. The cash price was £73,... (2 pages)View decision -
Decision Reference DRN-5303963
15 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5303963 The complaint Mr M complains Aviva Insurance Limited unfairly declined his home insurance claim. ] What happened In June 2021 Mr M purchased a bungalow. He insured it, as an unoccupied property, with a Aviva property insurance policy. I will call this Mr M’s ‘standard polic... (5 pages)View decision -
Decision Reference DRN-5046102
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5046102 The complaint Mr G 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 ln March 2024, Mr G came across an opportunity to invest in ... (4 pages)View decision -
Decision Reference DRN-5449296
15 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5449296 The complaint Mr I has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what ... (2 pages)View decision -
Decision Reference DRN-5634020
15 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5634020 The complaint Miss C complains about the way Covea Insurance plc (‘Covea’) handled a claim she made on her property insurance policy. What happened Miss C held a property insurance policy with Covea. She raised a claim with them in June 2024 following an escape of water. Be... (3 pages)View decision -
Decision Reference DRN-5583421
15 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5583421 The complaint Miss V is unhappy with AXA PPP Healthcare Limited trading as AXA Health (AXA) for the following reasons: • The policy features on her private medical insurance policy were mis-sold to her. • Her claim was declined. • AXA caused administrative delays and impact.... (3 pages)View decision -
Decision Reference DRN-5782637
15 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5782637 The complaint Mr S complains about how Lloyds Bank PLC act when they have concerns about a transaction on an account. What happened Mr S raised a complaint with Lloyds because he was unhappy about how Lloyds had handled matters when they had concerns about a transaction on h... (2 pages)View decision -
Decision Reference DRN-5781861
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781861 The complaint Mr H complains about the repairs that AXA Insurance UK Plc carried out on his motorhome following a claim made on his motor insurance policy. He wants sufficient compensation for his loss of enjoyment and the trouble and upset caused. What happened Mr H’s motor... (3 pages)View decision -
Decision Reference DRN-5752561
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5752561 The complaint S, a limited company, complains that Santander UK Plc have declined to refund them for payments they now believe to be fraudulent. They’d like the funds returned to them. S has appointed representatives to help with this complaint. But for ease of reading, I’l... (4 pages)View decision
