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 386796 results
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Decision Reference DRN-6039024
20 Dec 2025 AmTrust Specialty Limited UpheldInsuranceDRN-6039024 The complaint Mr G complains that AmTrust Specialty Limited unfairly declined a claim under his legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detai... (3 pages)View decision -
Decision Reference DRN-5806355
20 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5806355 The complaint F, a limited company, complains that AXA Insurance UK Plc has failed to offer a fair resolution to a claim under their business protection insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes re... (3 pages)View decision -
Decision Reference DRN-6001149
19 Dec 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-6001149 The complaint Mr H complains that AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) took ongoing advice charges but did not provide ongoing advice. What happened In October 2018, Mr H was advised by Company A to transfer two existing pension... (5 pages)View decision -
Decision Reference DRN-6001078
19 Dec 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-6001078 The complaint Mrs H complains that AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) took ongoing advice charges but did not provide ongoing advice. What happened In 2013, Mrs H took advice from Company A to consolidate her existing personal... (6 pages)View decision -
Decision Reference DRN-5971117
19 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5971117 The complaint Mr H and Miss M have complained that Inter Partner Assistance SA (“IPA”) have declined a claim made under a travel insurance policy. What happened In July 2024 Mr H and Miss M took out a single trip travel insurance policy that was underwritten by IPA. They wer... (3 pages)View decision -
Decision Reference DRN-5662957
19 Dec 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5662957 The complaint Mr and Mrs B complain that Bank of Scotland plc trading as Halifax: • Led them to believe that their Mortgage Cover Plan (MCP), contained a unit value which subsequently turned out to be incorrect. • Wouldn’t allow them to view their MCP online within their onl... (3 pages)View decision -
Decision Reference DRN-5708259
19 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5708259 The complaint Mr J complains National Westminster Bank Public Limited Company (“NatWest”) has treated him unfairly by failing to uphold a connected lender liability claim in relation to a timeshare purchase which was partially funded by his credit card. What happened This co... (4 pages)View decision -
Decision Reference DRN-5830018
19 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5830018 The complaint Mr M’s and Ms M’s complaint is, in essence, that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably in turning down their claim under section 75 of the Consumer Credit Act 1974 (“CCA”) and in being party to an unfair credit relationship wi... (9 pages)View decision -
Decision Reference DRN-6026878
19 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6026878 The complaint Mr and Mrs D’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and... (9 pages)View decision -
Decision Reference DRN-5998553
19 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5998553 The complaint Mr and Mrs M complain about the calculation of the monthly repayment amount for their mortgage with Barclays Bank UK PLC. What happened Mr and Mrs M have a residential mortgage with Barclays. They completed a rate switch earlier in the year and received an off... (2 pages)View decision
