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 123440 results
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Decision Reference DRN-5597106
18 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5597106 The complaint Mr M complains about how Inter Partner Assistance SA (“IPA”) handled a claim under his travel insurance policy. What happened Mr M holds a travel insurance policy through his credit card. The insurer for the relevant policy section is IPA. Mr M fell ill whils... (3 pages)View decision -
Decision Reference DRN-5356429
18 Jun 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5356429 The complaint A company which I’ll refer to as ‘B’ complains that Stripe Payments UK Limited won’t refund the money it lost as the result of a scam. The complaint is brought on B’s behalf by its director, Mr B. What happened Both parties are aware of the circumstances of t... (3 pages)View decision -
Decision Reference DRN-5556284
18 Jun 2025 Wakam UpheldInsuranceDRN-5556284 The complaint Mr A is complaining about the way Wakam handled a claim he made on his commercial vehicle insurance policy. What happened In February 2024 Mr A was involved in an accident where he crashed into a stationary car. So he contacted Wakam – through his broker – to c... (4 pages)View decision -
Decision Reference DRN-5455567
18 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5455567 The complaint Mr S complains that Metro Bank PLC failed in its duty to protect him when he fell victim to an investment scam. He wants the money he lost refunded along with 8% interest and compensation for the upset he has been caused. Mr S is represented by a third party bu... (4 pages)View decision -
Decision Reference DRN-5631528
18 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5631528 The complaint Mrs T complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs T applied for a Pulse credit card in August 2014. Pulse has explained that due to the passa... (3 pages)View decision -
Decision Reference DRN-5544900
18 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5544900 The complaint Mr E says First Central Underwriting Limited provided poor service relating to car hire and the value of his written off vehicle when he made a claim on his motor insurance policy. What happened Mr E reported a non-fault accident to First Central on 28 May 202... (3 pages)View decision -
Decision Reference DRN-5628352
18 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5628352 The complaint Mrs A complains that Aviva Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made by a European car-maker. Mrs A acquired the car from new in O... (6 pages)View decision -
Decision Reference DRN-5626504
18 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceThe complaint Mrs M complains about the way that Legal and General Assurance Society Limited (L&G) has handled an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve ... (7 pages)View decision -
Decision Reference DRN-5493003
18 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceThe complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against his motor insurance policy. Reference to Admiral includes its agents. What happened In summary, Mr K has a motor insurance policy underwritten by Admiral. In February 2024, Mr K was invo... (3 pages)View decision -
Decision Reference DRN-5604318
18 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5604318 The complaint Mr W has complained HSBC UK Bank Plc, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2025, Mr W applied to HSBC for a basic bank account. HSBC weren’t willing to grant him an account and turned down... (3 pages)View decision
