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 392389 results
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Decision Reference DRN-5794126
11 Sep 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5794126 The complaint Miss G has complained that CIGNA Europe Insurance Company SA-NV has declined a claim she made on a private medical insurance policy. What happened The policy was taken out in April 2023. In January 2025 Miss G had an operation on her nose to correct a deviate... (5 pages)View decision -
Decision Reference DRN-5723894
11 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5723894 The complaint Mr and Mrs C complain about HSBC UK Bank Plc trading as First Direct. They say that Mr C fell victim to a scam and would like First Direct to refund them the money they have lost as a result. What happened Mr and Mrs C hold a joint account with First Direct –... (7 pages)View decision -
Decision Reference DRN-5806540
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5806540 The complaint Mr R complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments sent as part of several scams. Mr R is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has... (3 pages)View decision -
Decision Reference DRN-5775317
11 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5775317 The complaint Mr P has complained that his motor insurer, U K Insurance Limited trading as Churchill (‘UKI’) failed to remove a mistaken identity claim from his record for three years. He says this impacted his insurance premiums. What happened Mr P had a UKI policy for one... (4 pages)View decision -
Decision Reference DRN-5663830
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5663830 The complaint Mr C is unhappy that British Gas Insurance Limited condemned his boiler after he made a claim under his home emergency insurance policy. What happened Mr C had a policy with British Gas that provided (amongst other things) breakdown cover for his boiler. On 9 ... (2 pages)View decision -
Decision Reference DRN-5762240
11 Sep 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5762240 The complaint A limited company, which I’ll refer to as C, complains that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing repayment of a loan. C is represented by one of its directors, Mr B. What happened In April 2025, C successfully applied ... (3 pages)View decision -
Decision Reference DRN-5798188
11 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5798188 The complaint Ms M complains that Topaz Finance Limited trading as Hyalite Mortgages hasn’t treated her fairly when she’s experienced financial difficulty with her mortgage, in particular in not taking account of her vulnerable situation. What happened Ms M took out an inter... (4 pages)View decision -
Decision Reference DRN-5812449
11 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5812449 The complaint Ms G complains AXA Insurance UK Plc (“AXA”) has provided poor service whilst handling her claim on her property insurance policy following an escape of water. She says this has caused her severe distress and inconvenience. She also says it’s unfairly declined t... (6 pages)View decision -
Decision Reference DRN-5798987
11 Sep 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5798987 The complaint Mrs C complains that AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) took ongoing advice charges but did not provide ongoing advice. What happened Mrs C was a client of The Independent Financial Consultancy (Services) Limited... (6 pages)View decision -
Decision Reference DRN-5812822
11 Sep 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5812822 The complaint Mr F has complained that West Bay Insurance Plc has not paid his pet insurance claim in full. What happened The background to this complaint is well known to the parties. In summary Mr F took out insurance for his dog online, underwritten by West Bay in Septemb... (2 pages)View decision