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 4790 results
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Decision Reference DRN-3140430
5 Nov 2021 Skyfire Insurance Company Limited UpheldInsuranceDRN-3140430 The complaint Mr B’s complained that Skyfire Insurance Company Limited cancelled his car insurance policy through no fault of his own. All references in this decision to Skyfire include its appointed administrative agents. What happened Mr B applied for the policy via a compari... (4 pages)View decision -
Decision Reference DRN-2715302
29 Jun 2021 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-2715302 The complaint Mr and Mrs E have complained that, due to IT issues caused by Bank of Ireland (UK) Plc trading as Post Office Financial Services (referred to here as BOI), they missed out on their chosen mortgage interest rate product in September 2020 and had to take a new produ... (3 pages)View decision -
Decision Reference DRN2366743
3 Aug 2020 AXA Insurance Designated Activity Company UpheldInsurance (excluding PPI)K821xAXA15 complaintMr C complained that AXA Insurance Designated Activity Company declined his claim on his car insurance policy.backgroundMr C took out an insurance policy with AXA via a broker. When his son, a named driver under the policy, had an accident in about August 2018, Mr C cla... (3 pages)View decision -
Decision Reference DRN1242628
19 May 2015 National Westminster Bank Plc Not upheldBanking and creditMr G complains about a car he bought and which was partially funded through his National Westminster Bank Plc credit card. He says the car was misrepresented to him and he was not told it had been pre-registered.background The complaint was considered by one of our ... (3 pages)View decision -
Decision Reference DRN-5938261
11 Feb 2026 Scottish Widows Schroder Personal Wealth (ACD) Limited UpheldInvestmentsDRN-5938261 The complaint The O C Trust (‘the trust’) complains about the way Scottish Widows Schroder Personal Wealth (ACD) Limited trading as Schroders Personal Wealth (‘SPW’) administered its account. This complaint was referred to us by a trustee who I’ll call Mr C. Mr C and his fell... (5 pages)View decision -
Decision Reference DRN3388652
24 Jan 2020 Amtrust Europe Limited UpheldInsurance (excluding PPI)Mr A complains that Amtrust Europe Limited declined his gadget insurance policy claim. My references to Amtrust include its agents.background Mr A’s camera and camera lens were damaged when he was involved in an attempted rescue. He claimed on his gadget insurance policy, insured by Amtrus... (4 pages)View decision -
Decision Reference DRN-2867412
10 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2867412 The complaint Mr A and Mr B complain, as trustees of a trust, about the service they received from HSBC Bank UK Plc when setting up internet banking. What happened Mr A and Mr B are trustees of a trust that banks with HSBC. Mr A and Mr B approached HSBC with a view to setting u... (4 pages)View decision -
Decision Reference DRN-3553535
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3553535 The complaint Mr A complains about the amount Haven Insurance Company Limited (Haven) paid in settlement of his claim after his car was written off, under his motor insurance policy. What happened Mr A contacted Haven in November 2021 to make a claim as he had been involved in ... (4 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN4446466
20 Mar 2019 Barclays Bank UK PLC Not upheldInvestment and pensionsMs T is represented by her solicitor. Her complaint was raised in 2018 and is about Barclays Bank UK PLC. Ms T and her solicitor summarised the complaint as follows: Barclays failed in its obligation to inform Ms T that Amazon shares she purchased around 1998/1999 w... (4 pages)View decision