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 380824 results
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Decision Reference DRN-5680883
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5680883 The complaint Mr O has complained about the way Barclays Bank UK PLC (Barclaycard) handled some unauthorised activity on his account. What happened Mr O has explained that in May 2024, an unauthorised Apple Pay token was set up on his Barclaycard account. He reported this to... (4 pages)View decision -
Decision Reference DRN-5601248
9 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5601248 The complaint Mr S complains about the service provided by J.P. Morgan Europe Limited trading as Chase when he wanted to stop debit card details he’d provided being used to take payment from his account. To put things right, Mr S wants Chase to pay compensation to reflect t... (3 pages)View decision -
Decision Reference DRN-5668059
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5668059 The complaint Mr F complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr F is b... (19 pages)View decision -
Decision Reference DRN-5503886
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5503886 The complaint Mr and Mrs G complain about the amount Aviva Insurance Limited settled their motor insurance claim for. Reference to Aviva includes its agents. For ease of reading, although this complaint is brought by Mr G and Mrs G, I’ll refer to both as Mrs G in this decisi... (3 pages)View decision -
Decision Reference DRN-5634092
9 Jul 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5634092 The complaint Mr K complains that Zurich Insurance PLC’s approved repairers didn’t repair his car adequately following a claim on his motor insurance policy. What happened In August 2023 Mr K’s car was scraped down the driver’s side by a third party vehicle while his car was... (3 pages)View decision -
Decision Reference DRN-5673010
9 Jul 2025 Vitality Health Limited Not upheldInsuranceDRN-5673010 The complaint Mr J complains that Vitality Health Limited has turned down a cash benefit claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I thi... (5 pages)View decision -
Decision Reference DRN-5466675
9 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5466675 The complaint Mr W complains about the service he received in relation to an overseas transfer he attempted to make at a branch of Nationwide Building Society. What happened Mr W made an overseas Swift payment from his Nationwide account on 18 December 2024. He said this was... (3 pages)View decision -
Decision Reference DRN-5552126
9 Jul 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5552126 The complaint Mr S has complained that Fortegra Europe Insurance Company Ltd didn’t provide assistance under their breakdown recovery policy when Mrs S called following a tyre blow out. What happened Mr S bought a breakdown recovery policy (BRC) with Fortegra. While Mrs S wa... (2 pages)View decision -
Decision Reference DRN-5679986
9 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5679986 The complaint Mr M complained about end of contract charges for a car supplied on finance by Stellantis Financial Services UK Limited trading as PSA Finance UK. What happened Both parties are familiar with the events of the complaint which I’ve briefly summarised here. Ste... (5 pages)View decision -
Decision Reference DRN-5604657
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5604657 The complaint Mr D complains about the way that Inter Partner Assistance SA (IPA) handled a medical assistance claim he made on a travel insurance policy. Mr W’s represented by Mrs W. What happened The background to this complaint is well-known to both parties. So I’ve simpl... (5 pages)View decision
