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 370904 results
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Decision Reference DRN-5360001
17 Apr 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5360001 The complaint The estate of Mrs S complains about the mis-sale of a funeral plan by Co-op Funeral Plans Limited as well as a number of issues that arose when the estate sought to redeem the plan. The estate is represented by Mrs S’s son, Mr S. What happened The history to t... (4 pages)View decision -
Decision Reference DRN-5480823
17 Apr 2025 Irwell Insurance Company Limited UpheldInsuranceDRN-5480823 The complaint A limited company, which I will refer to as W, complains about the handling and settlement of its commercial legal expenses insurance claim by Irwell Insurance Company Limited. What happened Both parties are aware of the circumstances leading to this complaint.... (8 pages)View decision -
Decision Reference DRN-5383321
17 Apr 2025 Motability Operations Limited UpheldConsumer CreditDRN-5383321 The complaint Mr A complains about the service Motability Operations Limited (MO) provided when the car supplied to him under a hire agreement broke down. What happened In March 2023 Mr A was supplied with a new car through a hire agreement with MO. He paid an advance renta... (4 pages)View decision -
Decision Reference DRN-5384293
17 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5384293 The complaint Mr C complains BUPA Insurance Limited unfairly turned down his claim. What happened Mr C is a beneficiary of his employer’s group private medical scheme. And the policy is underwritten by BUPA. In 2024, Mr C was suffering with pain and irritation from a keloid ... (3 pages)View decision -
Decision Reference DRN-4635415
17 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4635415 The complaint Mr P complains that The Co-operative Bank Plc (“Co-op”) did not refund the £6,126 he says he lost to a scam. What happened Mr P posted an advert on a ‘find a trader’ website to find a company who could clear out his late mother’s house. He found a merchant and ... (3 pages)View decision -
Decision Reference DRN-4763971
17 Apr 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4763971 The complaint Mrs C complains J.P. Morgan Europe Limited trading as Chase won’t implement “dark mode” to make their app accessible to neurodivergent customers. What happened Mrs C has an account with Chase. She has accounts with a number of other businesses including a busin... (3 pages)View decision -
Decision Reference DRN-5101009
17 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5101009 The complaint Mrs R complains about a claim she made to Barclays Bank UK PLC trading as Barclaycard (Barclaycard) in respect of a faulty car. What happened Mrs R made a payment of £4,957.60 toward a car using her Barclaycard credit card. She bought this car from an online we... (3 pages)View decision -
Decision Reference DRN-5313774
17 Apr 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5313774 The complaint Mr S holds a commercial property investment in a self-invested personal pension (‘SIPP’) with Suffolk Life Pensions Limited (trading as Curtis Banks Pensions in this case). Mr S complains that Suffolk Life Pensions Limited failed to correctly apply rental payme... (3 pages)View decision -
Decision Reference DRN-5477002
17 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5477002 The complaint Mr H and Mrs H complain about Ageas Insurance Limited (“Ageas”) and the decision to record a claim against them after they contracted Ageas to discuss the cover available on their policy following an issue with their front door. Mr H has acted as the main repres... (3 pages)View decision -
Decision Reference DRN-5451828
17 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5451828 The complaint Mr H and Mrs C complained that Barclays Bank UK PLC (‘Barclays’) provided them with poor customer service in relation to issues Mr H experienced when attempting to make payments using his debit card and using a third-party digital wallet (sometimes called an ‘e... (4 pages)View decision
