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 4777 results
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Decision Reference DRN-5597461
30 Jul 2025 Aptus Wealth Limited Not upheldPensions and AnnuitiesDRN-5597461 The complaint Miss J complains that Aptus Wealth Limited (Aptus) has received commission on her Personal Pension Plan (the plan) without her knowledge or providing her with any services. She wants the commission repaid. What happened Miss J’s plan is with Royal London and w... (3 pages)View decision -
Decision Reference DRN-5586122
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586122 The complaint Mr S complains that Santander UK Plc (‘Santander’) reviewed his account and returned over £12,000 in credits he received into his account. What happened The details of this complaint are well known to both parties so I will not go into every detail of what hap... (3 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-5279034
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279034 The complaint Mr L complained because Barclays Bank UK PLC refused to refund him for transactions he said he hadn’t authorised. What happened On 31 July 2024, Mr L contacted Barclays and reported a number of disputed payments on his account. These had taken place on 30 July... (3 pages)View decision -
Decision Reference DRN-4678107
28 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4678107 The complaint Mr J is unhappy with how Tesco Underwriting Limited has handled a claim on his motor insurance policy. What happened Mr J held a motor insurance policy underwritten by Tesco. In August 2023, Mr J’s car was parked outside when a third party collided with it and lef... (3 pages)View decision -
Decision Reference DRN-4558333
16 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4558333 The complaint Mr E complains that Bank of Scotland plc (BoS) used contact information he’d provided in connection with another account with a different bank, (who I will call ‘X’), for the purposes of his Halifax account. What happened In October 2023 Mr E opened a Halifax ... (3 pages)View decision -
Decision Reference DRN9601000
4 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr H has complained that Barclays Bank Plc (“Barclays”) mis-sold him a First Additions packaged bank account in 2005. Barclays switched Mr H onto a ‘Tech Pack’ from its feature store when it withdrew the First Additions account in 2016. backgroundOne of our adjudica... (3 pages)View decision -
Decision Reference DRN9605811
23 May 2017 Highway Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H’s complaint is about Highway Insurance Company Limited. He’s unhappy that it cancelled his insurance policy as if it had never existed and refused to deal with his claim.backgroundMr H bought an insurance policy for a caravanette with Highway in June 2016. The polic... (3 pages)View decision -
Decision Reference DRN2720445
25 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr W has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Active and Premier Life packaged bank accounts in 2009 and 2010.backgroundMr W also complained about the sale of a Current Account Plus that took place in 2008. But Barclays agreed that Mr W... (3 pages)View decision -
Decision Reference DRN-6105962
12 Feb 2026 RAC Insurance Limited Not upheldInsuranceDRN-6105962 The complaint Mr S and Mrs S complain that RAC Insurance Limited wouldn’t replace their car’s battery following a claim on the Battery Replace cover of their Roadside Assistance Insurance policy. They want it to reimburse their £132 costs and pay them compensation for their ... (3 pages)View decision