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 122405 results
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Decision Reference DRN-5535721
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5535721 The complaint Mr and Mrs C complaint about the service they received from Barclays Bank UK PLC (“Barclays”) when attempting to open a joint account with it. In particular, they are unhappy Barclays failed to make reasonable adjustments to support Mr C in having his and Mrs C... (5 pages)View decision -
Decision Reference DRN-5615320
12 Jun 2025 Plus500UK Ltd UpheldInvestmentsDRN-5615320 The complaint Mr I complains about losses he incurred due to his Contract for Differences (“CFD”) trading account with Plus500UK Ltd (“Plus500”). What happened Mr I opened a CFD trading account with Plus500 on 28 May 2017. In 2021 he raised concerns with Plus500 about the ac... (12 pages)View decision -
Decision Reference DRN-5528099
12 Jun 2025 Cowen Insurance Company Limited UpheldInsuranceDRN-5528099 The complaint Mr P is unhappy that Cowen Insurance Company Limited haven’t settled a claim he made on his travel insurance policy. What happened Mr P made a claim on his travel insurance policy as he had to cancel his holiday due to contracting Covid-19. He complained as Cow... (2 pages)View decision -
Decision Reference DRN-5438039
12 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5438039 The complaint Mr M has complained about the settlement paid by AXA Insurance UK Plc under his caravan insurance for damage from an escape of water. What happened Mr M noticed the caravan’s floor was wet after having a shower. Following investigation, a large part of the car... (4 pages)View decision -
Decision Reference DRN-5589218
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5589218 The complaint Mr B and Mrs B complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly sent a debt relating to their motor insurance policy to a debt recovery company. And withdrew their claim. References to Mrs B or Mr B, will include the other. What happened... (3 pages)View decision -
Decision Reference DRN-5619568
12 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5619568 The complaint Mrs M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. The SIPP belonged to the late Mr M, but the assets held within it were transferred to a SIPP in Mrs M’s name followin... (39 pages)View decision -
Decision Reference DRN-5619355
12 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5619355 The complaint Mr and Mrs M are complaining Tesco Underwriting Limited declined a claim they made against their buildings insurance policy. Mr and Mrs M have been represented by another party throughout the claim and complaint. But for ease of reference I shall refer to anyth... (2 pages)View decision -
Decision Reference DRN-5595608
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5595608 The complaint Mr N complains that Inter Partner Assistance SA (“IPA”) declined a claim on his legal expenses insurance policy, and about the way the claim was handled. What happened Mr N was on a flight in January 2024 when an incident occurred which led to recurrence of a m... (3 pages)View decision -
Decision Reference DRN-5605942
12 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5605942 The complaint Mr K complains that AXA PPP Healthcare Limited applied an exclusion on his private health insurance policy. What happened Mr K holds a personal health insurance policy with AXA. He transferred from a group policy with continued medical exclusions underwriting ... (4 pages)View decision -
Decision Reference DRN-5356828
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5356828 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says he’s fallen victim to an investment scam. He’d been following a Financial Conduct Authority (‘FCA’)... (5 pages)View decision
