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 370149 results
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Decision Reference DRN-5588885
30 Jun 2025 Clydesdale Financial Services Limited Not upheldInsuranceDRN-5588885 The complaint Mrs T has complained about Clydesdale Financial Services Limited trading as Barclays Partner Finance. Mrs T believes she was mis-sold a GAP motor insurance policy. A representative has supported Mrs T in bringing this complaint, but for simplicity I’ve just ref... (2 pages)View decision -
Decision Reference DRN-5571111
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5571111 The complaint Mrs G complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) lent to her irresponsibly. What happened Mrs G opened a credit card account with Barclays on 17 July 2018 with a credit limit of £1,200 and there were no further increases to this limi... (3 pages)View decision -
Decision Reference DRN-5635785
29 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5635785 The complaint Mr L complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim he made under a group income protection policy. Specifically, he says L&G hasn’t sought reasonable medical evidence and has placed unfair reliance o... (6 pages)View decision -
Decision Reference DRN-5600616
29 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5600616 The complaint Mr N complains that AXA Insurance UK Plc trading as Swiftcover unfairly cancelled his motor insurance policy. What happened Mr N took out a car insurance policy with Swiftcover in November 2024. He was asked to provide evidence of his No Claims Discount entitle... (2 pages)View decision -
Decision Reference DRN-5616419
29 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5616419 The complaint Mr and Mrs T have complained that Zurich Insurance PLC unfairly rejected a claim they made for storm damage under their home insurance policy. Mr and Mrs T are being represented in their complaint by ‘W’. What happened Mr and Mrs T made a claim for storm damage... (2 pages)View decision -
Decision Reference DRN-5241811
28 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5241811 The complaint The estate of Mr S (“the estate)” complains failings by Halifax Share Dealing Limited (“Halifax”) in the administration of the late Mr S’s share dealing account, caused loss. The estate says share sales and cash withdrawals on Mr S’s account in 2023 can’t have ... (5 pages)View decision -
Decision Reference DRN-5334506
28 Jun 2025 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-5334506 The complaint A company, which I’ll refer to as S, complains that Squareup Europe Ltd (Square) asked it to pay back money from transactions it received as a chargeback had been raised against it. S is represented in bringing this complaint by its director, Miss F. What happe... (3 pages)View decision -
Decision Reference DRN-5558375
28 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5558375 The complaint The estate of Mrs D complains that The Prudential Assurance Company Limited (“Prudential”) provided a poor level of service and misleading information in connection with accessing the benefits available under Mrs D’s non-profit deferred annuity policy. Mr D is ... (3 pages)View decision -
Decision Reference DRN-5646217
28 Jun 2025 Barclays Bank Plc UpheldInvestmentsDRN-5646217 The complaint Mrs H complains about the mishandling of the transfer of her TUI shares held with Barclays Bank Plc (Barclays). Her shares were incorrectly sold instead of being transferred to the German Stock Exchange. What happened Mrs H held TUI shares in a general investm... (4 pages)View decision -
Decision Reference DRN-5613682
28 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5613682 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (4 pages)View decision
