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 367300 results
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Decision Reference DRN-5500923
27 May 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5500923 The complaint Mr M complains about Hastings Insurance Services Limited trading as Hastings Direct (Hastings) cancelling his motor insurance policy, then reinstating it without informing him. Any reference to Hastings in this decision includes their agents. What happened In... (4 pages)View decision -
Decision Reference DRN-5410570
27 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5410570 The complaint Mr B has complained that his car was damaged while it was being repaired by his motor insurer, Tradex Insurance Company PLC (Tradex’), after he made a claim on his policy. Tradex is the underwriter of this policy i.e., the insurer. During the claim Mr B also d... (4 pages)View decision -
Decision Reference DRN-5327161
27 May 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5327161 The complaint Mr H complains that Scottish Equitable Plc, trading as Aegon, provided a poor level of service which led to a delay in it paying him a tax-free lump sum and setting up the annuity from his Section 226 policy. What happened The background to this complaint was o... (4 pages)View decision -
Decision Reference DRN-4947454
27 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4947454 THE COMPLAINT Mr T holds/held an account with Barclays Bank UK PLC (“Barclays Bank”). Mr T’s complaint is about Barclays Bank’s refusal to reimburse him money he says he lost due to a scam. Mr T is represented by Refundee in this matter. However, where appropriate, I will ... (5 pages)View decision -
Decision Reference DRN-5341274
27 May 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5341274 The complaint Mr G complains that Trading 212 UK Limited (“T212”) unfairly restricted the trading on his contract for differences (“CFD”) trading account. What happened Mr G opened a CFD trading account with T212 in March 2024. He traded on this account across April and May... (4 pages)View decision -
Decision Reference DRN-5501566
27 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5501566 The complaint Miss Z is unhappy that AXA PPP Healthcare Limited (AXA) declined a private medical insurance claim. What happened In March 2024, Miss Z took out a private medical insurance policy with AXA to cover her daughter who was newly born. Miss Z contacted AXA in June 2... (2 pages)View decision -
Decision Reference DRN-5189888
27 May 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5189888 The complaint Mr T’s complaint concerns online access to his pension plan with Scottish Equitable plc trading as Aegon (Scottish Equitable). What happened Mr T has a pension plan – a Group Pension Plan (GPP) – with Scottish Equitable. Mr T regularly accesses his GPP online.... (5 pages)View decision -
Decision Reference DRN-5584671
27 May 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5584671 The complaint Mr D is a sole trader (trading as D). He complains about what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his business legal protection insurance policy. What happened In May 2024 Mr D completed work for a customer and requested p... (2 pages)View decision -
Decision Reference DRN-5325077
27 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5325077 The complaint Mr and Mrs M complain that Barclays Bank UK PLC (Barclays) failed to inform them that they needed consent from their Help to Buy (HTB) provider in order to obtain a further advance on their mortgage. What happened Mr and Mrs M wanted to take out a further advan... (2 pages)View decision -
Decision Reference DRN-5497428
27 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5497428 The complaint Miss M complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges removed from her loan account, so she is only liable to repay the amount she borrowed. What happened Miss M was provided with ... (3 pages)View decision
