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 381196 results
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Decision Reference DRN-5624284
25 Jul 2025 Wakam Not upheldInsuranceDRN-5624284 The complaint Mrs P is unhappy Wakam turned down a claim she made on her pet insurance policy. What happened In June 2024 Mrs P claimed on her policy for the cost of removing deciduous (puppy) teeth from her dog (P). Having reviewed information from P’s vet Wakam declined th... (3 pages)View decision -
Decision Reference DRN-5652518
25 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5652518 The complaint Mrs B complains that MBNA Limited registered a default on her account after she’d contacted them with a repayment proposal. What happened Mrs B holds a credit card account with MBNA. Mrs B has experienced financial difficulties and hasn’t made a payment on the ... (3 pages)View decision -
Decision Reference DRN-5714922
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5714922 The complaint Mr F complained to Barclays Bank UK PLC about its decision to close his credit card account with immediate effect, and that it declined to return a credit balance. What happened Mr F opened a credit card with Barclays under the Barclaycard brand in 2022. Barcl... (4 pages)View decision -
Decision Reference DRN-5336359
25 Jul 2025 CLAIRVILLE YORK LTD Not upheldInvestmentsDRN-5336359 The complaint Mr C, representing the estate of Mrs B, has complained to Clairville York Ltd about the recommendation of an investment bond and the failure to review its ongoing suitability for her. What happened Mrs B received advice to start the bond in 2006, when the advis... (3 pages)View decision -
Decision Reference DRN-5526141
25 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5526141 The complaint Ms D complains about the decline of her pet insurance claim by HDI Global Specialty SE (‘HDI’). What happened Ms D had a pet insurance policy with HDI for several years. In 2024 she received her renewal invite and was unhappy with the renewal price. She got in ... (3 pages)View decision -
Decision Reference DRN-5581096
25 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5581096 The complaint Mr P complains about Liverpool Victoria Insurance Company Limited’s handling of a claim under a home insurance policy. Liverpool Victoria Insurance Company Limited (LV) has been represented on the claim by its agents. All references to LV include its agents. Wh... (4 pages)View decision -
Decision Reference DRN-5714869
25 Jul 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5714869 The complaint A company which I’ll call ‘C’ complains that U.S. Bank Europe DAC trading as Elavon Merchant Services (‘Elavon’) treated it unfairly when applying card transaction fees. The complaint is brought on C’s behalf by its director, Mr Q. What happened In May 2021, ... (4 pages)View decision -
Decision Reference DRN-5714875
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5714875 The complaint Mrs P complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In January 2023, Mrs P says she received a phone call from an investment company offering her the chance to invest with it. She was told the compa... (3 pages)View decision -
Decision Reference DRN-5273942
25 Jul 2025 M & G Securities Limited Not upheldInvestmentsDRN-5273942 The complaint Mr W complains M & G Securities Limited trading as M&G Investments (‘M&G’) unreasonably delayed the transfer of his stocks and shares ISA. What happened Mr W had a stocks and shares ISA with M&G. He wanted to transfer the contents of the ISA to ... (3 pages)View decision -
Decision Reference DRN-5390933
25 Jul 2025 Canaccord Genuity Wealth Limited Not upheldInvestmentsDRN-5390933 The complaint Mr C, represented by Miss H, complains about fees charged by Canaccord Genuity Wealth Limited (“Canaccord”) for investment services it provided to him. Miss H has said the fees were excessive and Mr C didn’t receive the services paid for. What happened The back... (3 pages)View decision
