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 360264 results
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Decision Reference DRN-5344144
4 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5344144 The complaint Mr O is complaining about the way Fortegra Europe Insurance Company Ltd has handled a claim he made on his roadside assistance policy after he sought assistance following a breakdown. What happened In August 2024 Mr O contacted Fortegra as he’d smelt smoke whil... (3 pages)View decision -
Decision Reference DRN-4958839
4 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4958839 The complaint Mr T complains that Barclay Bank UK PLC did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurr... (5 pages)View decision -
Decision Reference DRN-5335190
4 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5335190 The complaint Mr C has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under a home insurance policy. What happened Mr C contacted Accredited to make a claim when his bike was stolen from his garage. Accredited considered the claim... (3 pages)View decision -
Decision Reference DRN-5360331
4 Mar 2025 QIC Europe Ltd UpheldInsuranceDRN-5360331 The complaint Mrs T is complaining about the way QIC Europe Ltd has handled a subsidence claim she made on her buildings insurance policy. Mrs T has been represented by a solicitor firm in the handling of the claim and complaint. But, for ease of reference, I shall refer to ... (4 pages)View decision -
Decision Reference DRN-5173143
4 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5173143 The complaint Mr R complains that NewDay Ltd irresponsibly lent him money on a credit card. What happened Mr R applied for a credit card with NewDay in September 2019. NewDay offered him a card with an initial credit limit of £1,200. NewDay subsequently increased the credit ... (3 pages)View decision -
Decision Reference DRN-4897152
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4897152 The complaint Mr T complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurrency coi... (3 pages)View decision -
Decision Reference DRN-5330399
4 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5330399 The complaint Miss S says NatWest failed to offer her support when she was spending compulsively and experiencing financial harm. Background Miss S has a compulsive spending problem which resulted in her gambling in an excessive and harmful way. She says that this impacted ... (5 pages)View decision -
Decision Reference DRN-5148310
4 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5148310 The complaint Mrs W complains that HSBC UK Bank Plc did not carry out appropriate checks when she closed her investments with them. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mrs W fell... (3 pages)View decision -
Decision Reference DRN-5305956
4 Mar 2025 RAC Insurance Limited Not upheldInsuranceDRN-5305956 The complaint Mr and Mrs A are unhappy RAC Insurance Limited turned down a claim they made on their legal expenses insurance policy. As the claim and complaint has been brought by Mr A I’ll refer to him in this decision. All references to RAC include its agents and claims ha... (3 pages)View decision -
Decision Reference DRN-5319905
4 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5319905 The complaint Mr M is complaining that Royal & Sun Alliance Insurance Limited (‘RSA’) has declined a claim he made on his commercial property insurance policy. Mr M has been represented in the handling of the claim and complaint. But for ease of reference I shall refer t... (3 pages)View decision
