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-5703860
25 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703860 The complaint Miss R has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it has dealt with a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (4 pages)View decision -
Decision Reference DRN-5710049
25 Jul 2025 Ellis Bates Wealth Management Limited UpheldPensions and AnnuitiesDRN-5710049 The complaint Ms H has complained about Ellis Bates Wealth Management Limited’s handling of a transfer of pension benefits that resulted from pension sharing following her divorce. What happened I have previously issued a provisional decision regarding this complaint. The f... (6 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-5714776
25 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5714776 The complaint Mr H complains that AXA Insurance UK Plc (AXA) has declined a claim made under his home insurance policy. Where I’ve referred to AXA, this also includes any agents acting on their behalf. What happened Mr H had home insurance with AXA. When taking out the pol... (5 pages)View decision -
Decision Reference DRN-5588842
24 Jul 2025 Skrill Limited UpheldBanking and PaymentsDRN-5588842 The complaint Mrs H complains that Skrill Limited failed to pay cashback on her purchases made through it in November 2024. What happened Mrs H had been using Skrill’s service for spending. She said that in October 2024, she received an email offering 1% cash back on all pur... (2 pages)View decision -
Decision Reference DRN-5504881
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5504881 The complaint W, a company in liquidation, complains that Bank of Scotland plc (BoS) delayed in closing down W’s accounts and transferring the monies out. The complaint is made by Mr and Mrs N, as former directors of W, with the consent of the liquidator. What happened In 20... (2 pages)View decision -
Decision Reference DRN-5714243
24 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5714243 The complaint Mr C complains that U K Insurance Limited (“UKI”) mishandled his claims on a breakdown insurance policy. What happened The subject matter of the insurance, the breakdown and the complaint is a campervan, first registered in 2013. Mr C had breakdown insurance ... (6 pages)View decision -
Decision Reference DRN-5714231
24 Jul 2025 TSB Bank plc UpheldConsumer CreditDRN-5714231 The complaint Mr F is unhappy that TSB Bank plc didn’t provide him with loan funds on the same day that he was approved for loan, as promised by TSB in their product advertisement. What happened On 21 November 2024, Mr F applied online to TSB for a personal loan. TSB’s onli... (3 pages)View decision -
Decision Reference DRN-5712239
24 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5712239 The complaint Mr H complains about the quality of a car supplied to him through a hire purchase agreement by Specialist Motor Finance Limited (“SMF”). What happened Mr H entered into an agreement with SMF in October 2022 for a used car. The car was nine years old and had cov... (5 pages)View decision
