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-5321514
23 Jun 2025 Evelyn Partners Investment Management Services Limited Not upheldInvestmentsDRN-5321514 The complaint Mr G complains that Evelyn Partners Investment Management Services Limited trading as Bestinvest (‘Bestinvest’) have received adviser fees from a platform provider but have never provided an advisory service to him. What happened Mr G has a Self-Directed Invest... (3 pages)View decision -
Decision Reference DRN-5621840
23 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5621840 Complaint Mrs A has complained about the quality of a car that Secure Trust Bank PLC (trading as “Moneyway”) supplied to her through a hire-purchase agreement. Background In May 2022, Moneyway provided Mrs A with finance for a used car. The car was approximately seven years... (5 pages)View decision -
Decision Reference DRN-5561976
23 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5561976 The complaint Miss B and Miss B2 complain about how AXA PPP Healthcare Limited handled claims under a private health insurance policy. What happened Miss B2 is covered by a group private health insurance policy through her employer, and she added Miss B on the policy from 1... (3 pages)View decision -
Decision Reference DRN-5546114
23 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5546114 The complaint Mr S complains AXA Insurance UK Plc (“AXA”) unfairly declined his claim on his property insurance policy for storm damage. All references to AXA include its agents. What happened Mr S renewed his property insurance policy around February 2024. In December 2024,... (2 pages)View decision -
Decision Reference DRN-5554288
23 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5554288 The complaint Mrs M complains that Stonebridge International Insurance Ltd declined a claim on her pet insurance policy. Where I refer to Stonebridge International Insurance Ltd, that includes its agents and claims handlers acting on its behalf. What happened Mrs M took out ... (3 pages)View decision -
Decision Reference DRN-5582407
23 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5582407 The complaint Mr G is unhappy with Aviva Life & Pensions UK Limited’s decision to decline his income protection claim. What happened Mr G has income protection cover through his employer’s group policy. In April 2024, Mr G began suffering with symptoms of depression, anx... (3 pages)View decision -
Decision Reference DRN-5626611
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5626611 The complaint Mrs H complains Bank of Scotland plc trading as Halifax won’t refund payments made as part of a scam. Mrs H is being represented by a claims management company in this complaint. What happened The exact details of what happened are unclear. In the complaint let... (6 pages)View decision -
Decision Reference DRN-5462579
23 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5462579 The complaint Mr R complains about how Advantage Insurance Company Limited (‘Advantage’) handled a claim made on his car insurance policy, including the total loss settlement it paid after writing his car off. What happened Mr R’s car was damaged after he was involved in an... (4 pages)View decision -
Decision Reference DRN-5596003
23 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5596003 The complaint Mr S complains Domestic & General Insurance Plc handled his washing machine insurance claim poorly. Mr S has been represented for the claim and complaint at points. For simplicity I’ve generally referred to the representative’s actions as being Mr S’ own. ... (3 pages)View decision -
Decision Reference DRN-5640248
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5640248 The complaint Mrs W complains UK Insurance Limited unfairly removed a no claims discount for all named drivers without her knowledge. She says this has caused her to lose out financially. What happened Mrs W says when she took out the policy with UKI in 2011, it included a n... (3 pages)View decision