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-5502725
23 May 2025 Travelers Insurance Company Limited Not upheldInsuranceDRN-5502725 The complaint Mr W complains about the service he received from his broker in respect of a yacht and boat insurance policy. Me W’s broker is an underwriting agent for Travelers Insurance Company Limited (‘Travelers’) who provided a final response to the complaint. As such, ... (4 pages)View decision -
Decision Reference DRN-5003680
23 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5003680 The complaint Mr and Mrs B complain St. James's Place Wealth Management (‘SJP’) didn’t give them suitable investment advice, and didn’t provide them with the services they had paid for. What happened Mr and Mrs B first met SJP in June 2009 attending three meetings acro... (8 pages)View decision -
Decision Reference DRN-5446942
23 May 2025 Connells Limited Not upheldInsuranceDRN-5446942 The complaint Mrs K and Mr S complain that Connells Limited didn’t help to progress applications they’d made for protection insurance policies and didn’t adequately communicate with them. They think that these errors led to the insurer declining to offer Mr S protection cove... (3 pages)View decision -
Decision Reference DRN-5483875
23 May 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5483875 The complaint Miss H has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under her mobile phone insurance. What happened Miss H made a claim under her mobile phone insurance. Assurant repaired the phone and returned it to her. Miss H ph... (3 pages)View decision -
Decision Reference DRN-5540416
23 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5540416 The complaint Mr and Mrs C complain about the response of Royal & Sun Alliance Insurance Limited (‘RSA’) to their commercial property insurance claims. Much of Mr and Mrs C’s dissatisfaction is regarding the actions of RSA’s appointed agents. As RSA have accepted respons... (3 pages)View decision -
Decision Reference DRN-5579862
23 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5579862 The complaint A charity, which I will refer to as O, complains that Barclays Bank UK Plc wrongly closed its bank account. One of O’s trustees, Mrs M, represents the charity in this complaint. What happened Barclays told us: In 2023 it began a Know Your Customer (KYC) re... (4 pages)View decision -
Decision Reference DRN-5579919
23 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5579919 The complaint Mr M has complained about the way his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim he made on his policy after his car was damaged. Admiral is the underwriter of this policy i.e., the insurer. During the claim Mr M also d... (5 pages)View decision -
Decision Reference DRN-5576483
23 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576483 The complaint Mr Y, who is represented, complains that Bank of Scotland plc, trading as Halifax, didn’t reimburse him money he says he lost after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised ... (5 pages)View decision -
Decision Reference DRN-5233362
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5233362 The complaint Mrs E is complaining that Revolut Ltd won’t refund payments she made to a scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the Investigator. The facts about what happened aren’t... (6 pages)View decision -
Decision Reference DRN-5495334
23 May 2025 Vitality Life Limited Not upheldInsuranceDRN-5495334 The complaint Ms H has complained that Vitality Life Limited declined a claim made under her life and serious illness cover insurance policy. What happened The background to this complaint is well known to the parties. In summary Ms H took out the policy in January 2023 thro... (3 pages)View decision
