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-5326589
12 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5326589 The complaint In summary, Miss W complains that Sainsbury’s Bank Plc, provided her with a credit card and credit limit increase that she wasn’t able to afford. The card was administered at the time of the application by another business on behalf of Sainsbury’s. As Sainsbury... (5 pages)View decision -
Decision Reference DRN-5054012
12 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5054012 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In June 2023, Mr W was supplied with a used car through a hire purchase agreement with Close Brothers. He pai... (3 pages)View decision -
Decision Reference DRN-5242132
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5242132 The complaint Mr R has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under his caravan insurance policy. What happened Mr R’s caravan was stolen from his business premises, where he said he was carrying out maintenance on it. So, he contacted Avi... (3 pages)View decision -
Decision Reference DRN-5278303
12 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5278303 The complaint Mrs M complains about AXA Insurance UK Plc (AXA) declining a claim under her home insurance policy for damage to a ceiling at her property during bad weather. References to AXA include their agents who administer the policy and assess claims. What happened At... (5 pages)View decision -
Decision Reference DRN-5274749
12 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5274749 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened In October 2024, Barclaycard made the decision to reduce the credit limit on Mr G’s credit card account from £3,400 to £600. It sa... (3 pages)View decision -
Decision Reference DRN-5290793
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5290793 The complaint Mrs S is unhappy with the decision by Aviva Insurance Limited (Aviva) following a claim for damaged contents on her home insurance policy. Aviva is the underwriter of this policy. Aviva has accepted it is accountable for the actions of agents involved in the c... (4 pages)View decision -
Decision Reference DRN-4788138
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788138 The complaint and background Mr S complains Monzo Bank Ltd won’t reimburse the money he lost when he fell victim to a scam. Mr S met an individual online and struck up a friendship with her. He spoke to the individual for a few weeks before she began helping him to invest in... (2 pages)View decision -
Decision Reference DRN-5173294
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5173294 The complaint Mr M and Mrs K – representing the estate of Mrs M – complain about Royal & Sun Alliance Insurance Plc’s (‘RSA’) decision to decline a claim on Mrs M’s home insurance policy. For clarity and ease, I’ll refer only to Mr M throughout this decision rather than... (3 pages)View decision -
Decision Reference DRN-5186477
12 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5186477 The complaint Mr N complains about the increase in premium for his motor insurance policy with Tesco Underwriting Limited (Tesco) following a non-fault accident. References to Tesco in this decision include their agents. What happened Mr N took out a motor insurance policy... (6 pages)View decision -
Decision Reference DRN-5318118
12 Feb 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5318118 The complaint A limited company, that I’ll refer to as S, has complained that Arthur J. Gallagher Insurance Brokers Limited mis-sold its “Contractors Combined” insurance policy. Mr D, as a director of S, has brought the complaint on its behalf. What happened S has used Art... (6 pages)View decision
