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 130332 results
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Decision Reference DRN-5880244
3 Mar 2026 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5880244 The complaint Mr M complains about his broker, Interactive Brokers (U.K.) Limited (“IBUK”). He says that IBUK mishandled his ISA and failed to inform him that certain holdings were non-qualifying and subject to liquidation. He is unhappy with its lack of response to his mess... (4 pages)View decision -
Decision Reference DRN-6089322
3 Mar 2026 BUPA Insurance Limited UpheldInsuranceDRN-6089322 The complaint Mrs V is unhappy about the way BUPA Insurance Limited (BUPA) has applied the excess and the out-patient limit on her private medical insurance policy. What happened Mrs V’s private medical insurance policy started in 2017. BUPA is the underwriter of the policy.... (3 pages)View decision -
Decision Reference DRN-5948255
3 Mar 2026 Covea Insurance plc UpheldInsuranceDRN-5948255 The complaint A company, which I will refer to as “B” complains about Covea Insurance plc’s handling of their buildings insurance claim. Ms F has brought the complaint on B’s behalf, so I may refer to her where relevant below. All references to Covea also include its appoint... (3 pages)View decision -
Decision Reference DRN-5881764
3 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5881764 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) acted irresponsibly when it authorised his overdraft limit and subsequent increase whilst he was a student and without reasonable and proportionate checks being conducted. What happened Mr S has he... (5 pages)View decision -
Decision Reference DRN-6135747
3 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6135747 The complaint Mr K is unhappy that Admiral Insurance (Gibraltar) Limited declined his claim under his contents insurance policy. And he’s unhappy with the way they handled the claim. What happened Mr K contacted Admiral in early May 2025 to report and make a claim in relati... (6 pages)View decision -
Decision Reference DRN-6183277
3 Mar 2026 Freetrade Limited UpheldInvestmentsDRN-6183277 The complaint Mrs S complains that Freetrade Limited didn’t credit her account with the loan notes she should have received following a corporate action. What happened The background to this complaint was set out in my provisional decision dated 28 January which I’ll reprodu... (7 pages)View decision -
Decision Reference DRN-6065028
3 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6065028 The complaint Miss N complains NewDay Ltd trading as Aqua (“NewDay”) lent to her and increased her credit limit, putting her into further financial difficulty. What happened In September 2020, Miss N applied for a credit card with NewDay. The application was approved, and s... (5 pages)View decision -
Decision Reference DRN-6190726
3 Mar 2026 Central Trust Limited UpheldMortgagesDRN-6190726 The complaint Mr M complains that Central Trust Limited is unfairly charging him interest on his second charge mortgage (secured loan), and that the balance is unfairly high. What happened Mr M took out a mortgage with CTL in 2008. He borrowed around £12,500 over 15 years on... (3 pages)View decision -
Decision Reference DRN-6194293
3 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6194293 The complaint Mr N has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited, made a mistake when insuring his vehicle which meant that he was uninsured for six months. What happened I issued a provisional decision regarding this complaint last month. In ... (4 pages)View decision -
Decision Reference DRN-6167453
3 Mar 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6167453 The complaint Mr and Mrs T complains that Inter Partner Assistance SA (IPA) has unreasonably delayed the settlement of a medical expenses claim they made on a travel insurance policy. They say this has caused them a great deal of distress and inconvenience. What happened The... (6 pages)View decision