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 366763 results
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Decision Reference DRN-5564326
20 May 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5564326 The complaint Miss S complains that Allianz Insurance Plc rejected a claim on her horse insurance policy. What happened Miss S took out a policy for her horse, which started on 13 March 2024 and is underwritten by Allianz. She made a claim on her policy for treatment costs r... (3 pages)View decision -
Decision Reference DRN-4983989
20 May 2025 Countrywide Assured Plc Not upheldInvestmentsDRN-4983989 The complaint Mr S complains that Countrywide Assured Plc (“Countrywide”) gave him unsuitable advice to invest in a savings programme policy. Mr S is being represented by a claims management company in the complaint, but for ease of reference, I shall refer to Mr S only thr... (4 pages)View decision -
Decision Reference DRN-5569747
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5569747 The complaint Mr I is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr I in this decision. What happened The circumstance... (11 pages)View decision -
Decision Reference DRN-5572640
20 May 2025 The Co-operative Bank Plc Not upheldInsuranceDRN-5572640 The complaint Ms B complains that The Co-operative Bank Plc Limited (Co-Op) caused her to make a misrepresentation when taking out a home insurance policy in branch. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summ... (3 pages)View decision -
Decision Reference DRN-5546128
20 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5546128 The complaint Mr M on behalf of S, a management company, has complained that Covea Insurance plc unfairly declined a claim under its commercial property insurance policy for damage to a balcony. What happened S manages a block of three flats. It made a claim to Covea after... (2 pages)View decision -
Decision Reference DRN-5135162
20 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5135162 The complaint Mr V complains about the administration of a hire agreement he held with Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr V says that he was given incorrect information about settling this agreement and he also received poor customer service. What happe... (3 pages)View decision -
Decision Reference DRN-5545739
20 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5545739 The complaint Mr M complains that Capital One (Europe) plc lent to him irresponsibly. In bringing his complaint, Mr M is supported by a representative. For ease, though, I’ll only refer to Mr M throughout. What happened In November 2023, Mr M was provided with a credit car... (3 pages)View decision -
Decision Reference DRN-5572477
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5572477 The complaint Mrs R complains about how Aviva Insurance Limited treated her and her husband throughout a claim they made on their motor insurance policy. Reference to Aviva includes its agents. What happened Mrs R held a motor insurance policy with Aviva. Her husband, Mr R w... (4 pages)View decision -
Decision Reference DRN-5552924
20 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5552924 The complaint Mrs B complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) unfairly defaulted her account when she’d made efforts to enter a payment arrangement. Mrs B wants the default to be removed from her credit file. What happened Mrs B complained to... (3 pages)View decision -
Decision Reference DRN-5462164
20 May 2025 Lifestyle Rentals Ltd UpheldConsumer CreditDRN-5462164 The complaint Mr H complains about the customer service he’s received from Lifestyle Rentals Ltd trading as HIYA (Hiya). What happened Mr H has been a customer of Hiya since 2023, most recently holding two hire agreements. This complaint relates to Mr H’s concerns about the... (3 pages)View decision
