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 388057 results
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Decision Reference DRN-5695789
18 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5695789 The complaint Mr S complained that the terms of his mobile phone insurance policy with Aviva Insurance Limited failed to make the policy limits clear – leaving him unable to make a claim when his phone was stolen. What happened In March 2025, Mr S was abroad when various val... (2 pages)View decision -
Decision Reference DRN-5702875
18 Jul 2025 EE Limited Not upheldConsumer CreditDRN-5702875 The complaint Mr H has complained that he’s unhappy with how EE Limited treated him when he entered into a contract with it to supply a phone. What happened Mr H entered into an agreement with EE in August 2024. He was supposed to be supplied a phone and an airtime contract... (3 pages)View decision -
Decision Reference DRN-5651392
18 Jul 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5651392 The complaint Mr H complains that Barclays Bank UK PLC, trading as Tesco Bank, irresponsibly provided him with a loan. He’s also unhappy with the interest rate applied to the loan, and how it’s been reported to Credit Reference Agencies (“CRAs”). What happened In July 2024,... (3 pages)View decision -
Decision Reference DRN-5665449
18 Jul 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5665449 The complaint Mrs B complains about the administration of her credit card by Sainsbury’s Bank Plc. What happened Mrs B held a credit card account with Sainsbury’s Bank. In 2024, she complained about how the account had been administered; in summary, she was unhappy with how... (3 pages)View decision -
Decision Reference DRN-5398000
18 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5398000 The complaint Miss G complains about the service provided to her by a Partner of St. James's Place Wealth Management Plc (“SJP”). What happened In March 2023 Miss G was provided with investment advice by an SJP Partner. It was recommended she invest £105,000 into an SJP... (4 pages)View decision -
Decision Reference DRN-5652032
18 Jul 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5652032 The complaint Mr M complains about Highway Insurance Company Limited’s decision to decline a claim for damage to his roof after a storm. What happened The background to this case is well known to both parties, so I’ll provide only a brief summary here. Mr M has been represen... (3 pages)View decision -
Decision Reference DRN-5319148
18 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5319148 The complaint Mrs F, represented by a claims management company (CMC), complains about the suitability of advice she received from St. James's Place Wealth Management Plc (“SJP”) and that it provided no ongoing annual reviews of the recommended investment. What happened... (2 pages)View decision -
Decision Reference DRN-5503561
18 Jul 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5503561 The complaint Mr H complained that Automobile Association Insurance Services Limited (“AA”) password protects all documents relating to his motor insurance policy. What happened Mr H said that AA sent his policy documents via email. Once accessed and filed onto his home comp... (2 pages)View decision -
Decision Reference DRN-5601029
18 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5601029 The complaint Mr C complains that Lloyds Bank plc incorrectly advised him on how money could be sent to Australia leading to a financial loss. What happened Mr C needed to make a payment to his sister’s account in Australia. His sister sent details of her account with anothe... (3 pages)View decision -
Decision Reference DRN-5498690
18 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5498690 The complaint Mr B complained about the poor standard of repairs arranged by Aviva Insurance Limited (“Aviva”) and the delays putting this right, following an accident claim under his motor insurance policy. What happened Mr B was involved in an accident when driving his car... (2 pages)View decision