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 DRN9269887
8 Jun 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr B is unhappy that Ageas Insurance Limited has refused to meet a claim under his legal expenses insurance policy. Ageas used agents to handle the claim on its behalf. All references to Ageas in this decision include reference to these agents. backgroundMr B was ... (4 pages)View decision -
Decision Reference DRN-5835254
12 Dec 2025 Business Insurance Solutions Limited UpheldInsuranceDRN-5835254 The complaint Mr B complains that Business Insurance Solutions Limited trading as Van Compare (“Van Compare”) said he wasn’t insured when he tried to make a claim under his van insurance policy. What happened Mr B had a policy covering a van, arranged through Van Compare whi... (4 pages)View decision -
Decision Reference DRN4138094
25 Jan 2017 Bank of Scotland Plc Not upheldInvestment and pensionsMiss L’s complaint is about the sale of a mortgage endowment policy in 1992. She doesn’t believe that the policy was suitable for her, given her circumstances at the time. Miss L is also unhappy that Bank of Scotland plc (BoS) has refused to investigate her complai... (2 pages)View decision -
Decision Reference DRN9019352
25 Jul 2014 Tradewise Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B and Mr H complain about the decision of Tradewise Insurance Services Ltd to reject a claim made against their motor trade policy, and about its handling of the claim.background Mr H, a named driver on Miss B’s policy, was involved in a car accident and made a claim, but they wer... (2 pages)View decision -
Decision Reference DRN4894125
6 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S has complained to us about the way Bank of Scotland plc (‘BoS’) have handled the joint account she holds with her husband, Mr S, after he went into an Individual Voluntary Arrangement (‘IVA’).backgroundMr and Mrs S had a joint bank account with BoS with an o... (2 pages)View decision -
Decision Reference DRN4703572
18 Sep 2018 Pentagon (UK) Limited Not upheldBanking and creditMrs D complains that Pentagon (UK) Limited trading as Euro Debt Financial Services mis- sold her a Debt Management Plan (DMP). Mrs D says she thought she had entered an Individual Voluntary arrangement (IVA).backgroundIn 2010 Mrs D took advice from a debt management ... (2 pages)View decision -
Decision Reference DRN5103020
10 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMrs E complains about a car purchased using her credit card. The complaint is brought against Barclays Bank Plc under section 75 of the Consumer Credit Act 1974.backgroundMrs E raised a section 75 claim against Barclays for breach of contract and misrepresentation in respect of the car... (2 pages)View decision -
Decision Reference DRN1219352
29 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr and Mrs B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA did not provi... (6 pages)View decision -
Decision Reference DRN-2711608
10 May 2021 Helm Godfrey Partners Ltd Not upheldPensions and AnnuitiesDRN-2711608 The complaint Mr R says Helm Godfrey Partners Ltd (HGP) gave him unsuitable advice about his pension arrangements which has resulted in financial detriment. Mr R is represented in his case by Mac Fin Consulting Ltd. What happened Mr R had been a client of HGP since 2006, when h... (7 pages)View decision -
Decision Reference DRN9947565
27 Feb 2020 Vitality Health Limited UpheldInsurance (excluding PPI)Mr D complains that Vitality Health Limited declined his claim against his private medical insurance policy. background The background to this complaint was set out in my provisional decision of 8 January 2020, an extract of which is attached and forms part of this final decision. So, I ... (6 pages)View decision