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 381196 results
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Decision Reference DRN-5708936
29 Jul 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5708936 The complaint Mr K is unhappy that Assurant General Insurance Limited has refused to consider the repair of his phone under a parts warranty and says he must make a new claim on the policy. Any reference to Assurant also relates to its agents. What happened Mr K has a mobi... (3 pages)View decision -
Decision Reference DRN-5717884
29 Jul 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5717884 The complaint Mr W complains about the way Sainsbury's Bank Plc handled his claim for a refund. What happened Mr W made a purchase for £714, for an electrical item from a company I’ll refer to as ‘T’. The payment of £714 was made on 7 October 2022 using his Sainsbury’s ... (4 pages)View decision -
Decision Reference DRN-5576079
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576079 The complaint Mrs F complains that HSBC Bank UK plc caused her upset and embarrassment when she paid in cash and cheques to two accounts in her name at an HSBC branch. Mrs F would like to be compensated for the upset she was caused. Mrs F is represented in this complaint by ... (4 pages)View decision -
Decision Reference DRN-5602392
29 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5602392 The complaint Miss K and Mr W complain about the way Admiral Insurance (Gibraltar) Limited handled a claim they made on their home insurance policy. This is a joint policy but as Mr W has been the main correspondent for both the claim and complaint, for ease of reading, I’v... (3 pages)View decision -
Decision Reference DRN-5678807
28 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5678807 The complaint Ms J complains that American Express Services Europe Limited have made it difficult for her to obtain a credit balance refund by requiring her to provide documents. What happened On 2 January 2025 Ms J requested to close her account with AESEL. Following the c... (2 pages)View decision -
Decision Reference DRN-5551807
28 Jul 2025 RAC Motoring Services Not upheldInsuranceDRN-5551807 The complaint Mr K complains that RAC Motoring Services (“RAC”) mishandled a breakdown insurance policy. What happened RAC says that Mr K had an RAC breakdown policy from 2009. In May each year, RAC sent documents to Mr K at the address it held for him about automatic renew... (4 pages)View decision -
Decision Reference DRN-5720593
28 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5720593 The complaint Mrs C has complained about the poor standard of work carried out by Aviva’s contractors and the cash settlement offered by Aviva following a claim she made under her home insurance policy. Mrs C has been represented by her husband throughout this complaint. Fo... (4 pages)View decision -
Decision Reference DRN-5643944
28 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5643944 The complaint Miss R complains that Capital One (Europe) plc applied charges to her accounts and sent harassing communications to her. She’s also unhappy that she couldn’t log into her online account and wasn’t sent a replacement card. What happened Miss R holds two credit ... (2 pages)View decision -
Decision Reference DRN-5632231
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5632231 The complaint Mr and Mrs J complain about Lloyds Bank General Insurance Limited’s decision to decline a claim under a home insurance policy. Lloyds has been represented on the claim by its agents. All references to Lloyds include its agents. What happened Mr and Mrs J had a ... (4 pages)View decision -
Decision Reference DRN-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision
