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 369227 results
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Decision Reference DRN-5396151
13 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5396151 The complaint Mr J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-5339392
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5339392 The complaint Mr D and Mrs D have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under their home insurance policy. What happened Mr D and Mrs D made a claim for an escape of water in their home. RSA accepted the claim and carried o... (3 pages)View decision -
Decision Reference DRN-5284225
13 Mar 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5284225 The complaint Mr D complained about Somerset Bridge Insurance Services Limited’s actions when he cancelled his motor insurance policy. What happened When Mr D sold his car and cancelled his policy through Somerset Bridge, his broker, they said he owed a cancellation charge.... (2 pages)View decision -
Decision Reference DRN-5173531
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5173531 The complaint Mr S has complained that NewDay Ltd trading as Aquacard lent to him irresponsibly. What happened In 2022, Aquacard gave Mr J a credit card with a limit of £900. It increased his credit limit in March 2023 to £1,500 and in July 2023 to £2,750. Mr J considers tha... (3 pages)View decision -
Decision Reference DRN-5396154
13 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5396154 The complaint Mr K complains about the service he received from AA Underwriting Insurance Company Limited (AA) after he made a claim under his car insurance policy. What happened Mr K held a car insurance policy underwritten by AA. He made a claim in January 2024 after his ... (5 pages)View decision -
Decision Reference DRN-5076660
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5076660 The complaint Mr C held/holds an account with Revolut Ltd (“Revolut”). Mr C’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. What happened The circumstances of this complaint are well known to all parties concerned, so I will not r... (5 pages)View decision -
Decision Reference DRN-5319285
13 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5319285 The complaint Mr G is unhappy with Barclays Bank UK PLC. Mr G had a business account with an overdraft facility. Barclays have notified Mr G that he is the guarantor for that overdraft. But Mr G doesn’t agree and said he never signed anything. What happened Mr G doesn’t rem... (3 pages)View decision -
Decision Reference DRN-5396066
13 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5396066 The complaint Mr V has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr V invested in unlisted shares in his SIPP. Mr V says L&C should not have allowed the investment which ha... (12 pages)View decision -
Decision Reference DRN-5372402
13 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5372402 The complaint Miss A complains that Admiral Insurance (Gibraltar) caused further damage to her car when they were assessing it following an accident. What happened Miss A held a motor policy with Admiral on which she made a claim in June 2024 following an accident. The car... (2 pages)View decision -
Decision Reference DRN-5339166
13 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5339166 The complaint Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a luxury sports utility vehicle of a limited edition, with a large diesel engine and... (4 pages)View decision
