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 121074 results
-
Decision Reference DRN-5584348
27 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5584348 The complaint Miss K complains Domestic & General Insurance Plc didn’t handle a claim against her device insurance policy fairly. What happened I issued provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and re... (2 pages)View decision -
Decision Reference DRN-5457067
27 May 2025 GSI Wealth Management Limited UpheldPensions and AnnuitiesDRN-5457067 The complaint Mr S complains that GSI Wealth Management Limited (GSI) provided a poor ongoing service in respect of his Personal Pension Plan (the plan). He wants a refund of the advisor fees he paid. What happened Mr S had dealt with a financial adviser for a number of yea... (6 pages)View decision -
Decision Reference DRN-5264685
27 May 2025 EE Limited UpheldConsumer CreditDRN-5264685 The complaint Mr S complains about the handling of some payments he’s made under two fixed sum loan agreements he has with EE Limited. What happened In early 2024, Mr S took out two fixed sum loan agreements with EE, to pay for two brand new mobile telephone devices. For eas... (3 pages)View decision -
Decision Reference DRN-5583388
27 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5583388 The complaint Ms D has complained about the way Admiral Insurance (Gibraltar) Limited has handled a claim under her motor insurance policy. What happened Ms D was in an accident and made a claim for damage to her vehicle, which Admiral settled. She wanted Admiral to hold the... (2 pages)View decision -
Decision Reference DRN-5559389
27 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceThe complaint Ms A and Ms A complain that Great Lakes Insurance UK Limited declined their travel insurance claim and about how it dealt with the claim. My references to Great Lakes include its agents. What happened Ms A and Ms A had a single trip travel insurance policy. Great Lakes is the... (3 pages)View decision -
Decision Reference DRN-5483410
27 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5483410 The complaint Mr M says Bank of Scotland plc (BoS) refuses to refund him for two ATM withdrawals and then closed his account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M disputed two ATM with... (2 pages)View decision -
Decision Reference DRN-5581616
27 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5581616 The complaint Mrs B says Barclays Bank UK PLC (“Barclays”) provided the incorrect information regarding a transaction on her account, which led to distress and inconvenience. What happened Mrs B says her ex-partner made a transaction on their joint account which she didn’t c... (3 pages)View decision -
Decision Reference DRN-5040526
27 May 2025 Strowz Ltd UpheldInvestmentsDRN-5040526 The complaint Mr C complains Strowz Ltd has ignored multiple requests to withdraw funds from his ISA. What happened Mr C holds an ISA with Strowz. His money is invested in the firm’s “High Growth Portfolio” product. In early 2024, Mr C attempted to withdraw £5,000 from his... (4 pages)View decision -
Decision Reference DRN-5283742
27 May 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5283742 The complaint Mr S complains about The Co-operative Bank Plc’s handling of his chargeback claim. What happened In February 2024 Mr S purchased protein powder from a company I’ll refer to as P, paying £38.68 using his Co-op debit card. On delivery Mr S says there was a hole ... (3 pages)View decision -
Decision Reference DRN-5581592
27 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5581592 The complaint Miss A, Mr A, Mrs A and Miss C are unhappy with the service they’ve received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mr and Mrs A were on holiday with their family when Mrs A became unwell and needed ho... (3 pages)View decision
