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-5576581
20 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5576581 The complaint A company, which I’ll refer to as “A” in this decision, and Mr C and complain about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim they made on a motor insurance policy. Mr C has acted as the main representative during the claim and ... (4 pages)View decision -
Decision Reference DRN-5765031
20 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5765031 The complaint Mr E complains that HSBC UK Bank Plc should pay him more compensation than it has offered in respect of admitted poor service issues What happened In April 2025, unable to access the HSBC mobile banking app after changing his mobile phone, Mr E phoned HSBC to r... (4 pages)View decision -
Decision Reference DRN-5747911
20 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5747911 The complaint Ms B complained about what happened after Clydesdale Bank Plc trading as Virgin Money blocked a payment she wanted to make. What happened Virgin Money stopped a payment Ms B wanted to make and blocked her online banking access, locking her out of her accounts ... (4 pages)View decision -
Decision Reference DRN-5765691
20 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5765691 The complaint Mr G complains about the quality of repairs carried out and level of service provided by U K Insurance Limited (‘UKI’) on a claim made on his buildings insurance policy. What happened Mr G contacted UKI in December 2019 to make a claim on his buildings insuran... (5 pages)View decision -
Decision Reference DRN-5570991
20 Aug 2025 ManyPets Ltd UpheldInsuranceDRN-5570991 The complaint Mr W complains that ManyPets Ltd mis-sold his pet insurance policy. What happened In February 2021, Mr W took out a lifetime pet insurance policy via ManyPets for his dog. He says he was advised by ManyPets that individual claims wouldn’t affect his insurance p... (2 pages)View decision -
Decision Reference DRN-5602389
20 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5602389 The complaint Mr H complains that a used car supplied by Blue Motor Finance Ltd (Blue Motor) under a hire purchase agreement is of unsatisfactory quality. What happened Mr H took out the hire purchase agreement with Blue Motor in July 2024. The cash price of the car was £15... (4 pages)View decision -
Decision Reference DRN-5764989
20 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5764989 The complaint Mrs R and the estate of Ms C complain about how Inter Partner Assistance SA (‘IPA’) handled a travel insurance claim. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mrs R and Ms C were insured und... (3 pages)View decision -
Decision Reference DRN-5748658
20 Aug 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5748658 The complaint Miss B is unhappy with the customer service she has received from Arthur J. Gallagher Brokers Limited (AJG) and with its brokering of the multi-occupancy buildings insurance policy of which she is a beneficiary. What happened Miss B is a leaseholder within a bl... (4 pages)View decision -
Decision Reference DRN-5754239
20 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5754239 The complaint Mrs B is unhappy that Aviva Insurance Limited declined a claim under her home emergency policy. What happened Mrs B has a home emergency policy with Aviva that includes cover for problems with her home’s electrics. She made a claim under the policy after a sock... (2 pages)View decision -
Decision Reference DRN-5568102
20 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5568102 The complaint Mr R, through his representative, complains about the unsuitable advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer his existing pension plans to a new SJP personal pension. He says it involved higher charges which weren’t consi... (10 pages)View decision
