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 123656 results
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Decision Reference DRN-5560134
9 Jul 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5560134 The complaint Mr K complains about Starr International (Europe) Limited failing to set up his mobile phone insurance and the problems that has caused him. What happened In June 2023 Mr K upgraded his mobile phone through his phone provider (which I’ll refer to as T). He say... (3 pages)View decision -
Decision Reference DRN-5453491
9 Jul 2025 Freetrade Limited UpheldPensions and AnnuitiesDRN-5453491 The complaint Mr J is unhappy that there were problems with the allocation to him of “free shares” as advertised by Freetrade Limited (“Freetrade”) after he transferred funds to a Self-Invested Personal Pension (“SIPP”) and ISA account. What happened In 2024, Freetrade had ... (3 pages)View decision -
Decision Reference DRN-5678047
9 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5678047 The complaint Mrs S complains that Covea Insurance plc declined a claim for Permanent Total Disablement (“PTD”) under a personal accident policy. What happened Mrs S has a representative on the complaint. But for ease of reading, I’ve only referred to Mrs S in my decision. ... (4 pages)View decision -
Decision Reference DRN-5563437
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5563437 The complaint Mr Q complains that Barclays acted irresponsibly when it authorised and increased his overdraft limit and that it failed to spot signs of his financial difficulties. What happened Mr Q has had a bank account with Barclays since July 2010. In February 2018 Mr Q... (4 pages)View decision -
Decision Reference DRN-5617619
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5617619 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in August 2014. The application data provided by Aqua sa... (3 pages)View decision -
Decision Reference DRN-5681558
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5681558 The complaint Mr B complains about the way Aviva Insurance Limited handled his home emergency policy, and that it unfairly excluded his boiler from cover. What happened Mr B took out a boiler cover policy with Aviva, as part of the terms a boiler health check had to be comp... (4 pages)View decision -
Decision Reference DRN-5673765
9 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5673765 The complaint Mr R complains that Santander UK Plc failed to protect him from falling victim to a scam. Mr R also complains that Santander has refused to reimburse his losses. What happened Mr R’s explained that he met an individual on a dating website and was asked to move... (5 pages)View decision -
Decision Reference DRN-5680888
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5680888 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr B is b... (20 pages)View decision -
Decision Reference DRN-5680883
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5680883 The complaint Mr O has complained about the way Barclays Bank UK PLC (Barclaycard) handled some unauthorised activity on his account. What happened Mr O has explained that in May 2024, an unauthorised Apple Pay token was set up on his Barclaycard account. He reported this to... (4 pages)View decision -
Decision Reference DRN-5668059
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5668059 The complaint Mr F complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr F is b... (19 pages)View decision
