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 375868 results
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Decision Reference DRN-5570703
28 Aug 2025 Phoenix Life Limited UpheldInsuranceDRN-5570703 The complaint The estate of Mrs P complains about the way Phoenix Life Limited dealt with a claim on two life cover policies. The estate doesn’t think all the monies due from the policies have been paid. What happened In 1936 and 1939, the late Mrs P’s parents took out two ... (3 pages)View decision -
Decision Reference DRN-5558293
28 Aug 2025 Purely Financial Ltd Not upheldPensions and AnnuitiesDRN-5558293 The complaint Mr B is unhappy with advice given by Purely Financial Ltd trading as Purely Pensions (Purely Pensions) not to transfer his section 226 Retirement Annuity Contract (RAC). What happened I’m not going to refer to everything, just the key events. Mr B was introduc... (4 pages)View decision -
Decision Reference DRN-5748634
28 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5748634 The complaint Mr L complains Tesco Underwriting Limited (Tesco) declined the claim he made under his motor insurance policy following an accident. What happened The circumstances of this complaint will be well known to both Mr L and Tesco so I’ve summarised what’s happened. ... (2 pages)View decision -
Decision Reference DRN-5325702
28 Aug 2025 Access Paysuite Ltd Not upheldBanking and PaymentsDRN-5325702 The complaint A limited company, which I’ll refer to as M, complains that Access Paysuite Ltd unfairly required M to reimburse them £6,796 for three chargebacks. M says Access Paysuite had never notified it of the chargebacks, so it had had no chance to present a defence. Wh... (3 pages)View decision -
Decision Reference DRN-5735162
28 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5735162 The complaint Mr F has complained that his commercial vehicle insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t compensate him for all the damage to his vehicle after he was involved in an accident. What happened In August 2024 Mr F made a claim to Admiral ... (4 pages)View decision -
Decision Reference DRN-5780799
28 Aug 2025 Gatehouse Bank Plc UpheldMortgagesDRN-5780799 The complaint Mr K and Mrs B complain that they were sold a Sharia (Islamic) mortgage by Gatehouse Bank Plc without being fully informed from the outset about the possible tax implications involved in the transaction. What happened In early 2024 Mr K and Mrs B applied to Gat... (3 pages)View decision -
Decision Reference DRN-5416256
28 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5416256 The complaint Mr R is complaining that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) shouldn’t have lent to him – he says the lending was unaffordable. Mr R is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with him... (4 pages)View decision -
Decision Reference DRN-5583647
28 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5583647 The complaint Mrs G is unhappy with the premium she was quoted to renew her private medical insurance policy, underwritten by BUPA Insurance Limited (‘the policy’) in 2024. She’s also unhappy that she wasn’t given a breakdown of how the premium was calculated. What happened... (2 pages)View decision -
Decision Reference DRN-5773081
28 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5773081 The complaint Mr I and Ms M complain because AWP P&C S.A. hasn’t paid a cancellation claim under their travel insurance policy. What happened Mr I and Ms M are insured under a travel insurance policy provided as a benefit of a packaged bank account. The policy is underwr... (2 pages)View decision -
Decision Reference DRN-5713722
28 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5713722 The complaint X, a limited company represented here by Mrs G – its director – complains that Metro Bank PLC did not reimburse the money X lost to a scam. What happened In December 2022 Mrs G’s spouse, Mrs A, was contacted by someone they both knew – a fellow property invest... (5 pages)View decision
