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 381194 results
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Decision Reference DRN-5632338
18 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5632338 The complaint Mr N complains that Halifax Share Dealing Limited (‘HSDL’) is providing an incorrect book cost for shares he holds in an Individual Savings Account (‘ISA’). What happened Mr N holds a number of shares in a business I will call company P. The shares are held wit... (4 pages)View decision -
Decision Reference DRN-5350078
18 Jun 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5350078 The complaint A company, which I’ll refer to as ‘Company A’, complains that ClearBank Limited, trading as Tide (‘Tide’), won’t refund it for the money lost when its director, Mr A – who brings this complaint on A’s behalf – fell victim to a scam. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-5597106
18 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5597106 The complaint Mr M complains about how Inter Partner Assistance SA (“IPA”) handled a claim under his travel insurance policy. What happened Mr M holds a travel insurance policy through his credit card. The insurer for the relevant policy section is IPA. Mr M fell ill whils... (3 pages)View decision -
Decision Reference DRN-5356429
18 Jun 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5356429 The complaint A company which I’ll refer to as ‘B’ complains that Stripe Payments UK Limited won’t refund the money it lost as the result of a scam. The complaint is brought on B’s behalf by its director, Mr B. What happened Both parties are aware of the circumstances of t... (3 pages)View decision -
Decision Reference DRN-5556284
18 Jun 2025 Wakam UpheldInsuranceDRN-5556284 The complaint Mr A is complaining about the way Wakam handled a claim he made on his commercial vehicle insurance policy. What happened In February 2024 Mr A was involved in an accident where he crashed into a stationary car. So he contacted Wakam – through his broker – to c... (4 pages)View decision -
Decision Reference DRN-5625288
18 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5625288 The complaint Mr W complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s borrowing can be found below. loan number loan amount agreement date repaym... (5 pages)View decision -
Decision Reference DRN-5441732
18 Jun 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5441732 The complaint Mrs P complained that Gresham Insurance Company Limited (“Gresham”) unfairly declined her claim for the theft of a bike, under her home contents insurance policy. What happened Mrs P said her husband was sitting on a grassy area eating lunch. He had left their ... (2 pages)View decision -
Decision Reference DRN-5631829
18 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5631829 The complaint Mr E and Miss H complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the decision to decline the claim they made on their home insurance policy, following the theft of their TentBox (“TB”). Miss H has acted as the main representative during the... (4 pages)View decision -
Decision Reference DRN-5611622
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5611622 The complaint Mr G’s complaint is about the rejection of a claim made under his annual travel insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr G was due to fly to the Middle East on 1 October 2024 but when he arrived at the airport, he discovered... (4 pages)View decision -
Decision Reference DRN-5501386
18 Jun 2025 RAC Insurance Limited Not upheldInsuranceDRN-5501386 The complaint Mr M complained that RAC Insurance Limited (“RAC”) didn’t provide him with the service he expected under his breakdown assistance policy. All references to RAC include its agents. What happened Whilst driving in Europe in October 2024 Mr M’s car suffered a mech... (3 pages)View decision
