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-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5346607
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5346607 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard closed his credit card accounts after he’d paid down the outstanding balances. What happened Mr H held two credit card accounts with Barclaycard. Both cards were in persistent debt over a period of... (3 pages)View decision -
Decision Reference DRN-5385597
11 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5385597 The complaint Ms M complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (4 pages)View decision -
Decision Reference DRN-4742502
11 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4742502 The complaint Mr M complains that Wise Payments Limited (“Wise”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in N... (2 pages)View decision -
Decision Reference DRN-5317290
11 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5317290 The complaint Mr S has complained that Vitality Health Limited hasn’t fully covered his treatment under a private medical insurance policy. What happened In July 2023 Mr S received approval from Vitality to see a back specialist. He saw this consultant, who referred him for... (3 pages)View decision -
Decision Reference DRN-4895619
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895619 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected him from losing money he paid to one of Barclays’ customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision -
Decision Reference DRN-5091420
11 Mar 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5091420 The complaint Mr C is represented by a claims management company (‘CMC’) in bringing his complaint. The CMC says Phoenix Life Limited (‘Phoenix’) mis-advised him into taking out a unit linked life assurance policy in April 1977 which were unsuitable for his circumstances. I... (3 pages)View decision -
Decision Reference DRN-4784251
11 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784251 Complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) didn’t reimburse them after they reported falling victim to an investment scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in... (3 pages)View decision -
Decision Reference DRN-5388010
11 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5388010 The complaint Mrs G complains that Santander UK Plc hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs G has explained that in J... (5 pages)View decision -
Decision Reference DRN-4986428
11 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-4986428 The complaint Mr B has complained about a transfer of his personal pension to a small self-administered scheme (SSAS) in July 2015. The personal pension was formerly operated by Legal & General (L&G) whose book of past business has since been taken over by ReAssure L... (15 pages)View decision
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