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 367928 results
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Decision Reference DRN-5584348
27 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5584348 The complaint Miss K complains Domestic & General Insurance Plc didn’t handle a claim against her device insurance policy fairly. What happened I issued provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and re... (2 pages)View decision -
Decision Reference DRN-5457067
27 May 2025 GSI Wealth Management Limited UpheldPensions and AnnuitiesDRN-5457067 The complaint Mr S complains that GSI Wealth Management Limited (GSI) provided a poor ongoing service in respect of his Personal Pension Plan (the plan). He wants a refund of the advisor fees he paid. What happened Mr S had dealt with a financial adviser for a number of yea... (6 pages)View decision -
Decision Reference DRN-5264685
27 May 2025 EE Limited UpheldConsumer CreditDRN-5264685 The complaint Mr S complains about the handling of some payments he’s made under two fixed sum loan agreements he has with EE Limited. What happened In early 2024, Mr S took out two fixed sum loan agreements with EE, to pay for two brand new mobile telephone devices. For eas... (3 pages)View decision -
Decision Reference DRN-5464725
27 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5464725 The complaint Mrs C complains that Vanquis Bank Limited have irresponsibly lent to her. Mrs C is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Mrs C herself. What happe... (5 pages)View decision -
Decision Reference DRN-5546796
27 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5546796 The complaint Mr M has complained about Aviva Insurance Limited’s service in connection with his motor insurance policy. In particular he said it took too long to arrange repairs to his car. He was also unhappy with its response when he tried to make a premium payment. What ... (3 pages)View decision -
Decision Reference DRN-5464873
27 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5464873 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happe... (3 pages)View decision -
Decision Reference DRN-5583388
27 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5583388 The complaint Ms D has complained about the way Admiral Insurance (Gibraltar) Limited has handled a claim under her motor insurance policy. What happened Ms D was in an accident and made a claim for damage to her vehicle, which Admiral settled. She wanted Admiral to hold the... (2 pages)View decision -
Decision Reference DRN-5559389
27 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceThe complaint Ms A and Ms A complain that Great Lakes Insurance UK Limited declined their travel insurance claim and about how it dealt with the claim. My references to Great Lakes include its agents. What happened Ms A and Ms A had a single trip travel insurance policy. Great Lakes is the... (3 pages)View decision -
Decision Reference DRN-5554925
27 May 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5554925 The complaint Miss B is unhappy Northern Bank Limited, trading as Danske Bank, only refunded 50% of the money she lost as the result of an authorised push payment scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In... (3 pages)View decision -
Decision Reference DRN-5497126
27 May 2025 DEVITT INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-5497126 The complaint Mr B complains that Devitt Insurance Services Limited (“Devitt”) cancelled his motorcycle insurance policy a day early, which resulted in a declined theft claim. What happened Mr B contacted Devitt to confirm he was leaving the country and wanted to cancel his ... (3 pages)View decision
