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 384131 results
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Decision Reference DRN-5974577
25 Nov 2025 Barclays Bank Plc UpheldInvestmentsDRN-5974577 The complaint Mrs H has a Smart Investor share dealing account with Barclays Bank PLC (“Barclays”). Mrs H held shares in a company that was subject to a takeover by an Australian company. Mrs H’s complaint is that Barclays did not tell her about the takeover and now she has ... (20 pages)View decision -
Decision Reference DRN-5974711
25 Nov 2025 Wakam UpheldInsuranceDRN-5974711 The complaint Mr P has complained that his commercial vehicle insurer, Wakam, failed to deal with a claim he made on his policy after he was involved in an accident. What happened Mr P was involved in a non-fault accident in December 2023 which severely damaged his car and ... (3 pages)View decision -
Decision Reference DRN-5768918
25 Nov 2025 Hamilton Insurance Designated Activity Company Not upheldInsuranceDRN-5768918 The complaint Miss A and Mr M complain Hamilton Insurance Designated Activity Company (Hamilton) has declined the claim they made under their travel insurance policy. This complaint has been brought by both Miss A and Mr M, but as Mr M has been leading in this complaint, and... (3 pages)View decision -
Decision Reference DRN-5781238
25 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5781238 The complaint Mr A complains Liverpool Victoria Insurance Company Limited unfairly voided his motor insurance policy. What happened Mr A’s car was stolen but recovered. He claimed for theft related damage against his LV motor insurance policy. However, LV avoided his policy... (5 pages)View decision -
Decision Reference DRN-5753345
25 Nov 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5753345 The complaint Mr K complains that Loans 2 Go Limited (L2G) acted irresponsibly by agreeing to lend to him. What happened Around March 2022 Mr K entered into a Fixed Sum loan agreement with L2G for £1,000. The total amount repayable was £3,700.08 over 18 months by monthly ins... (3 pages)View decision -
Decision Reference DRN-5972874
25 Nov 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5972874 The complaint Mrs B’s complaint about St. James’s Place Wealth Management Plc (‘SJP’) concerns the poor performance of her pension she says she has experienced since investing and despite paying for advice and ongoing management of her funds. She says she was given inflated ... (10 pages)View decision -
Decision Reference DRN-5828135
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5828135 The complaint Mr W is the executor of his wife’s estate. He is also the main beneficiary. He complains that Bank of Scotland plc will not pay to the estate the balance of an ISA in his wife’s name. The bank trades in this case under its Halifax brand. What happened Mrs W die... (2 pages)View decision -
Decision Reference DRN-5932737
25 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5932737 The complaint Mr C complains West Bay Insurance Plc (West Bay) has held him at fault for an accident under his motor insurance policy. He also complains about the way his claim was handled and the repairs to his vehicle. What happened The circumstances of this complaint will... (5 pages)View decision -
Decision Reference DRN-5764767
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764767 The complaint Miss C complains that Aviva Insurance Limited (“Aviva”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a multi-purpose vehicle first registered in 2021. For the period from l... (3 pages)View decision -
Decision Reference DRN-5974268
25 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5974268 The complaint Dr P is unhappy with the decision by Covea Insurance plc (Covea) about the renewal of her lifetime pet insurance policies. What happened Dr P took out pet insurance for her two dogs through her broker in 2024 underwritten by W. Before the renewal of her polici... (2 pages)View decision
