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 392389 results
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Decision Reference DRN-6000152
5 Dec 2025 ReAssure Limited Not upheldInsuranceDRN-6000152 The complaint Mr and Mrs L are unhappy, in summary, as they don’t think that ReAssure Limited (‘ReAssure’) has correctly administered their reviewable Whole of Life policy held with it. What happened I've outlined what I think are the key events and points involved in ... (7 pages)View decision -
Decision Reference DRN-5931954
5 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5931954 The complaint Mr W complains that Inter Partner Assistance SA (“IPA”) withdrew cover for a claim on his legal expenses insurance policy. Where I refer to IPA, this includes its agents and claims handlers acting on its behalf. What happened Mr W made a claim on his policy rel... (3 pages)View decision -
Decision Reference DRN-5892459
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5892459 The complaint Miss H complains about the service she received from J.P. Morgan Europe Limited trading as Chase (“Chase”) when she contacted it about undertaking a name change on her account. Miss H is unhappy that Chase didn’t notify her until after she had started the proce... (4 pages)View decision -
Decision Reference DRN-5751192
5 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5751192 The complaint Mr P complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. Mr P is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr P hi... (3 pages)View decision -
Decision Reference DRN-5886080
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5886080 The complaint Mr M has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled his request for a refund. What happened In April 2025, Mr M made a payment to a hotel, I’ll call P, using his Halifax credit card. Mr M explained that during the sale he wa... (5 pages)View decision -
Decision Reference DRN-5935163
5 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5935163 The complaint Ms O’s complained that AA Underwriting Insurance Company Limited unfairly declined the claim she made when her boundary wall collapsed. Ms O’s been represented in her claim by Mr B. References in this decision to comments and submissions made by Ms O include t... (3 pages)View decision -
Decision Reference DRN-5837838
5 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5837838 The complaint Miss N complains Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Barclays should reimburse her for the money she lost. Miss N has brought the complaint with the a... (8 pages)View decision -
Decision Reference DRN-6000719
5 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6000719 The complaint Mr M complains about what happened when he asked to repay a hire purchase agreement, used to acquire a car, provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (‘BMWFS’). What happened Around November 2024 Mr M acquired a used car... (5 pages)View decision -
Decision Reference DRN-5865750
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5865750 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happ... (2 pages)View decision -
Decision Reference DRN-5945437
5 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-5945437 The complaint The trustees complain about a reviewable whole of life policy held with Phoenix Life Limited (“Phoenix”). Their complaint, essentially, is about the reduction in the sum assured associated with the policy. The trustees are unhappy with the reduction. They think... (10 pages)View decision