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 381195 results
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Decision Reference DRN-5325405
23 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5325405 The complaint Mr and Mrs B have complained that Barclays Bank UK PLC wont refund money they say they lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons ... (3 pages)View decision -
Decision Reference DRN-5625149
23 Jun 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5625149 The complaint Miss B is unhappy with what Bastion Insurance Company Limited did after she made a claim on her mobile phone insurance policy. What happened Miss B took out mobile phone insurance with Bastion in April 2023. Following the theft of her phone in February 2024 she... (3 pages)View decision -
Decision Reference DRN-5538884
23 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5538884 The complaint Mr B complains about the way Accredited Insurance (Europe) Ltd (Accredited) handled a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In August 20... (5 pages)View decision -
Decision Reference DRN-5641217
23 Jun 2025 Cambridge & Counties Bank Limited Not upheldBanking and PaymentsDRN-5641217 The complaint Mrs R and Mr S complain that Cambridge & Counties Bank Limited (CCBL) unfairly required them to repay a commercial loan. What happened In 2016, Mrs R and Mr S took out a commercial loan facility with CCBL for £600,000. The loan had a fee of £12,000 that was... (3 pages)View decision -
Decision Reference DRN-5321514
23 Jun 2025 Evelyn Partners Investment Management Services Limited Not upheldInvestmentsDRN-5321514 The complaint Mr G complains that Evelyn Partners Investment Management Services Limited trading as Bestinvest (‘Bestinvest’) have received adviser fees from a platform provider but have never provided an advisory service to him. What happened Mr G has a Self-Directed Invest... (3 pages)View decision -
Decision Reference DRN-5621840
23 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5621840 Complaint Mrs A has complained about the quality of a car that Secure Trust Bank PLC (trading as “Moneyway”) supplied to her through a hire-purchase agreement. Background In May 2022, Moneyway provided Mrs A with finance for a used car. The car was approximately seven years... (5 pages)View decision -
Decision Reference DRN-5561976
23 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5561976 The complaint Miss B and Miss B2 complain about how AXA PPP Healthcare Limited handled claims under a private health insurance policy. What happened Miss B2 is covered by a group private health insurance policy through her employer, and she added Miss B on the policy from 1... (3 pages)View decision -
Decision Reference DRN-5546114
23 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5546114 The complaint Mr S complains AXA Insurance UK Plc (“AXA”) unfairly declined his claim on his property insurance policy for storm damage. All references to AXA include its agents. What happened Mr S renewed his property insurance policy around February 2024. In December 2024,... (2 pages)View decision -
Decision Reference DRN-5554288
23 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5554288 The complaint Mrs M complains that Stonebridge International Insurance Ltd declined a claim on her pet insurance policy. Where I refer to Stonebridge International Insurance Ltd, that includes its agents and claims handlers acting on its behalf. What happened Mrs M took out ... (3 pages)View decision -
Decision Reference DRN-5582407
23 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5582407 The complaint Mr G is unhappy with Aviva Life & Pensions UK Limited’s decision to decline his income protection claim. What happened Mr G has income protection cover through his employer’s group policy. In April 2024, Mr G began suffering with symptoms of depression, anx... (3 pages)View decision
