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 121115 results
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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 -
Decision Reference DRN-5579982
27 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5579982 The complaint Mr W complains Barclays Bank UK plc (‘Barclays’) can’t clearly explain to him how interest was charged on his loan account following a payment holiday. Mr W would like an explanation and for a refund to be provided if there’s been an error. What happened Mr W... (6 pages)View decision -
Decision Reference DRN-5288476
27 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5288476 The complaint Mrs L complains that Vanquis Bank Limited defaulted her credit card account. What happened I issued a provisional decision about this complaint, which set out what happened: “In 2023, Mrs L became unwell and stopped working, so she contacted Vanquis about her c... (5 pages)View decision -
Decision Reference DRN-5440835
27 May 2025 West Bay Insurance Plc UpheldInsuranceDRN-5440835 The complaint Mr F and Mrs F complain about West Bay Insurance Plc (“WBI”) and the way their home insurance claim was handled, and settled, following a burglary at their home. Mrs F has acted as the main representative during the claim and complaint process. So, for ease of ... (6 pages)View decision -
Decision Reference DRN-5583059
27 May 2025 Phil Anderson Financial Services Ltd UpheldInvestmentsDRN-5583059 The complaint Mrs H and Mr H (‘the complainants’) submitted complaints about investment advice they received from Phil Anderson Financial Services Ltd (‘PA’). They received the advice for a jointly held General Investment Account (‘GIA’) and, individually, for their respecti... (12 pages)View decision -
Decision Reference DRN-5580385
27 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5580385 The complaint Mr and Mrs L are unhappy with the service they received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mr and Mrs L were on holiday in a country I’ll refer to as ‘A’ with their two young children. Their younge... (7 pages)View decision -
Decision Reference DRN-5574470
26 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5574470 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to open a credit card account and subsequently apply further credit limit increases as the lending was unaffordable. What happened In January 2023 Miss S applied for a credit card a... (4 pages)View decision -
Decision Reference DRN-5580500
24 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5580500 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) failed to adequately progress their claim for subsidence damage, when it paid out for the claim and then asked for some of the money back, saying it had overpaid them. What happened T... (3 pages)View decision -
Decision Reference DRN-5582123
23 May 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5582123 The complaint Mr G complains, through his representative, that Options UK Personal Pensions LLP failed to carry out due diligence on investments he was advised to invest his SIPP in. What happened Although Mr G is represented and his representatives have provided information... (15 pages)View decision -
Decision Reference DRN-5344304
23 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5344304 The complaint Mrs L has complained Monzo Bank Ltd wouldn’t refund her when she didn’t get cash out of a cash machine. What happened Mrs L used a supermarket cash machine on 17 September 2024 to withdraw £200. She didn’t get the cash despite hearing the machine counting, the ... (3 pages)View decision
