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-5716568
26 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldInvestmentsDRN-5716568 The complaint Mr and Mrs S complain about the advice they received from Quilter Financial Services Limited (‘Quilter’) to invest in a unit-trust based investment. They also say they did not receive adequate ongoing advice reviews to ensure continued suitability of the advice... (9 pages)View decision -
Decision Reference DRN-5759738
26 Aug 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5759738 The complaint Miss P complains that Salary Finance Loans Limited (‘SFL’) didn’t communicate fairly with her or adequately support her during a period of financial difficulty. Miss P complains that SFL reported adverse information to her credit file and caused her significant... (5 pages)View decision -
Decision Reference DRN-5756155
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5756155 The complaint Mrs G is unhappy with several aspects of the service provided to her by Barclays Bank UK PLC and feels that her credit card account was closed without her consent. What happened Mrs G had difficulty registering her credit card on Barclays mobile banking app. I... (3 pages)View decision -
Decision Reference DRN-5511603
26 Aug 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5511603 The complaint Mr H complains about how Aviva UK Digital Limited T/A Quotemehappy.com handled a claim he made under his home emergency insurance following his boiler breaking down. He believes he was mis-sold home emergency insurance. What happened On 27 June 2024, Mr H used... (4 pages)View decision -
Decision Reference DRN-5760537
26 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5760537 The complaint Ms M is unhappy that American Express Service Europe Limited (“AmEx”) didn’t honour a promotional bonus she feels she should have received. What happened Ms M applied for two AmEx cards on the same day. In her correspondence with this service, Ms M refers to th... (3 pages)View decision -
Decision Reference DRN-5624785
26 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5624785 The complaint Mr N complains about how Admiral Insurance (Gibraltar) Limited handled his claim following an accident. He says there’s been a lack of communication throughout, and avoidable delays which have caused him significant inconvenience. A named driver on Mr N’s polic... (3 pages)View decision -
Decision Reference DRN-5643474
26 Aug 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5643474 The complaint Dr D has complained that after she transferred her pension benefits into a self-invested personal pension (SIPP), mistakes by AFH Independent Financial Services trading as AFH Wealth Management (AFH) led to a substantial portion of her benefits not being invest... (6 pages)View decision -
Decision Reference DRN-5663958
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663958 The complaint Miss I complains that Monzo Bank Ltd (“Monzo”) didn’t properly pursue a chargeback. What happened In late October 2024 Miss I signed up for an intensive driving course with the merchant. This cost £320.59 which she paid with her Monzo debit card. She also paid ... (3 pages)View decision -
Decision Reference DRN-5772832
26 Aug 2025 Wakam UpheldInsuranceDRN-5772832 The complaint Mrs M complains that Wakam declined a claim on her pet insurance policy. Where I refer to Wakam, this includes its agents and claims handlers acting on its behalf. What happened Mrs M made a claim on her policy for treatment costs after her pet dog needed surge... (4 pages)View decision -
Decision Reference DRN-5690608
26 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5690608 The complaint Mr B is unhappy J.P. Morgan Europe Limited trading as Chase (“Chase”) closed his account without notice and would not give him a reason for the closure. What happened Chase wrote to Mr B on 17 September 2024 to notify him his accounts would be closed. Mr B had... (2 pages)View decision