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 124111 results
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Decision Reference DRN-5700458
28 Aug 2025 Wakam UpheldInsuranceDRN-5700458 The complaint Mrs A complains that Wakam declined some claims on her pet insurance policy. What happened Mrs A took out a policy, underwritten by Wakam, which started on 9 December 2024. Later that month, her cat needed urgent treatment for a blocked bladder. She made an ini... (3 pages)View decision -
Decision Reference DRN-5470513
27 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5470513 The complaint Mr A and Ms M are unhappy that HSBC UK Bank Plc decided not to refund them after they were the victims of a scam. Mr A and Ms M is bringing the complaint using a claims management company which I’ll refer to as J. What happened Mr A and Ms M invested in a comp... (6 pages)View decision -
Decision Reference DRN-5616448
27 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5616448 The complaint Ms B complains that ReAssure Limited (ReAssure) didn’t apply a single premium contribution she wanted to make to her stakeholder pension. She said the matter had taken over six months and she still hadn’t had confirmation that it had been applied. She said the ... (5 pages)View decision -
Decision Reference DRN-5649618
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5649618 The complaint Mrs T has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim for damage to her property caused by subsidence. Any reference to Aviva in this decision also includes its agents, contractors, and employees. What happened In June 2021, Mrs T m... (3 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN-5517478
27 Aug 2025 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-5517478 The complaint The estate of the late Mrs B complains that The Royal London Mutual Insurance Society Limited (“Royal London”): Didn’t provide the executors with the date of death values for Mrs B’s policies until the executor had asked four times. Couldn’t provide copies... (3 pages)View decision -
Decision Reference DRN-5767800
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5767800 The complaint Mr L complains about the suitability of advice provided by The Acorn Partnership IFA LLP (“Acorn”) in relation to a pension and investment bond. What happened The background to the complaint will be well known to both parties, so I’ll only give some key details... (5 pages)View decision -
Decision Reference DRN-5689498
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5689498 The complaint Mr L complains about the lack of ongoing advice provided by The Acorn Partnership IFA LLP (“Acorn”) while managing his pension and investment bond What happened Mr L was advised by Acorn to switch his existing pension to a new provider and to start an investmen... (3 pages)View decision -
Decision Reference DRN-5714662
27 Aug 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5714662 The complaint Mr B complains that Financial & Legal Insurance Company Ltd (F&L) declined a claim on his motor warranty. What happened The events are well known to both parties, so I’ve only summarised them. Mr B took out a motor warranty with F&L in July 2024. In... (3 pages)View decision -
Decision Reference DRN-5779715
27 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5779715 The complaint Mr U complains that Wirex Limited closed his account with it and has not returned £530 which was remaining in it. What happened On 29 June 2024 £500 was paid from Mr U’s Wirex account to his account with a different bank. On 30 June 2024 his Wirex account was s... (2 pages)View decision
