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 123743 results
-
Decision Reference DRN-5502632
18 Jun 2025 Post Office Management Services Limited UpheldInsuranceDRN-5502632 The complaint Mrs P’s complaint is about the service provided by Post Office Management Services Limited (“POMSL”) in relation to a travel insurance policy. What happened On 21 August 2024, Mrs P purchased a single trip travel insurance policy through POMSL for a trip she wa... (2 pages)View decision -
Decision Reference DRN-4644510
18 Jun 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-4644510 The complaint Miss O’s complaint is, in essence, that Honeycomb Finance Limited (“the Lender”), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2) de... (16 pages)View decision -
Decision Reference DRN-5632338
18 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5632338 The complaint Mr N complains that Halifax Share Dealing Limited (‘HSDL’) is providing an incorrect book cost for shares he holds in an Individual Savings Account (‘ISA’). What happened Mr N holds a number of shares in a business I will call company P. The shares are held wit... (4 pages)View decision -
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
