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 123872 results
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Decision Reference DRN-5629638
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5629638 Complaint Mrs R is unhappy that Barclays Bank UK PLC didn’t reimburse her after she reported falling victim to a scam. Background In late 2018, Mrs R became aware of an investment opportunity through a friend, who told her and her husband about a small firm (referred to here... (3 pages)View decision -
Decision Reference DRN-5646053
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5646053 The complaint Mr G has complained about the way Royal & Sun Alliance Insurance Limited (RSA) have dealt with issues he raised about repairs for a claim made under a home insurance policy he shares jointly with Mrs G. What happened Mr G made a claim for water damage to hi... (2 pages)View decision -
Decision Reference DRN-5512701
31 Jul 2025 Wakam UpheldInsuranceDRN-5512701 The complaint Mrs T has complained that Wakam declined a claim made under her pet insurance policy. What happened The background to this complaint is well known to the parties so I won't repeat all the details here. In summary Mrs T's dog was attacked by three badg... (2 pages)View decision -
Decision Reference DRN-5727274
31 Jul 2025 Chic-Kending Ltd UpheldPensions and AnnuitiesDRN-5727274 The complaint Mrs F complains that Chic-Kending Limited trading as Bloomfield Wealth Management provided unsuitable advice to her when it advised her to switch the investments in her Self- Invested Personal Pension (SIPP) from equities to bonds and gilts. She’s experienced f... (9 pages)View decision -
Decision Reference DRN-5721673
31 Jul 2025 Carmoola Limited UpheldConsumer CreditDRN-5721673 The complaint Mr W complains about the quality of a used car he acquired through a hire purchase agreement with Carmoola Limited (‘Carmoola’). Mr W says that the car has a problem with the steering system that started not long after he bought it, and he has been unable to us... (6 pages)View decision -
Decision Reference DRN-5727865
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5727865 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel impersonation scam. He was contacted by a scammer claiming to be from his bank’s security team who said his ... (6 pages)View decision -
Decision Reference DRN-5388044
31 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5388044 The complaint Mr B has complained that Phoenix Life Limited trading as Standard Life (Standard Life) incorrectly ceased the payment of his annuity income for two months. This has caused him a financial loss for which he would like to be compensated. Mr B would also like to ... (3 pages)View decision -
Decision Reference DRN-5642789
31 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5642789 The complaint Miss G is unhappy with several aspects of the service that she’s received from NewDay Ltd. What happened Miss G was unhappy with the service she’d received from NewDay surrounding a payment she’d made to NewDay that NewDay hadn’t acknowledged and which was miss... (3 pages)View decision -
Decision Reference DRN-5707847
31 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5707847 The complaint Mr L has complained that Accredited Insurance (Europe) Limited declined a claim he made on his contents insurance policy for a watch. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (3 pages)View decision -
Decision Reference DRN-5704802
31 Jul 2025 Vitality Health Limited UpheldInsuranceDRN-5704802 The complaint Mr W is unhappy that the reward points on his private medical insurance policy weren’t being updated correctly by Vitality Health Limited (Vitality). He said this has required a disproportionate amount of time and effort on his part. What happened Mr W has a pr... (4 pages)View decision
