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 121262 results
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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 -
Decision Reference DRN-5497474
23 May 2025 Vitality Life Limited UpheldInsuranceDRN-5497474 The complaint Mr A’s complained that Vitality Life Limited didn’t pay the full amount they should have when they settled his terminal illness claim. What happened Mr A bought a life insurance policy from Vitality in mid 2017. This provided him with £300,000 worth of cover in... (3 pages)View decision -
Decision Reference DRN-5578914
23 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5578914 The complaint Miss D is unhappy with the quality of a car supplied by Close Brothers Limited using a conditional sale agreement What happened In November 2023, Miss D entered into a conditional sale agreement with Close Brothers for a used car. The car was around eight years... (4 pages)View decision -
Decision Reference DRN-5581144
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5581144 The complaint Mrs and Mr B complained about Accredited Insurance (Europe) Ltd. They are not happy about the way it dealt with a claim under their motorhome insurance policy. For ease of reading any reference to Accredited includes its agents. What happened I looked at this... (3 pages)View decision
