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 370903 results
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Decision Reference DRN-5628917
24 Jun 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5628917 The complaint Mr E complains about the way Highway Insurance Company Limited (Highway) handled the repairs on his vehicle following a claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I... (4 pages)View decision -
Decision Reference DRN-5487428
24 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5487428 The complaint Mr E complains that Bank of Scotland plc, trading as Halifax, irresponsibly provided him with access to an overdraft facility and allowed him to become reliant on it without stepping in. He says this resulted in the relationship between the parties being unfair... (4 pages)View decision -
Decision Reference DRN-5446939
24 Jun 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5446939 The complaint Miss B complains about the amount of correspondence and calls she received from Automobile Association Insurance Services Limited (‘AA’) about renewing her roadside assistance policy. What happened Miss B held a roadside assistance policy provided by AA. As he... (2 pages)View decision -
Decision Reference DRN-5311721
24 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5311721 The complaint Mr S complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) rejected his claim under Section 75 Consumer Credit Act 1974 (“s.75”). What happened In July 2021 Mr S purchased goods at a cost of £984 from a merchant via an intermediary using his AESEL c... (3 pages)View decision -
Decision Reference DRN-5594055
24 Jun 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5594055 The complaint Miss A complains the My Finance Club Limited (“MFC”) shouldn’t have provided her with the credit facility due to her circumstances. Miss A is represented by a professional third party, but for ease of reference I’ll mostly refer to Miss A throughout. What hap... (2 pages)View decision -
Decision Reference DRN-5483948
24 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5483948 The complaint Mr C is unhappy that American International Group UK Limited declined his travel insurance claim. What happened Mr C has an annual multi-trip travel insurance policy alongside his current account and AIG is the underwriter. Mr C booked a trip to depart on 27 Ju... (2 pages)View decision -
Decision Reference DRN-5323992
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323992 The complaint Ms O complains about mistakes Barclays Bank UK PLC (“Barclays”) made when it closed her accounts. What happened In May 2023 Barclays closed the accounts of its customers who were living in the European Economic Area (EEA). Ms O was living in the EEA. Ms O had f... (2 pages)View decision -
Decision Reference DRN-5643643
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5643643 The complaint Mr F complains about the service he received from Monzo Bank Ltd (“Monzo”) when he raised a Direct Debit Indemnity Claim (“DDIC”) and is unhappy with Monzo’s cheque processing times and wants Monzo to review its process documentation. What happened Mr F contact... (3 pages)View decision -
Decision Reference DRN-5457568
24 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5457568 The complaint Mrs M complains that Scottish Widows Limited has behaved unreasonably in processing a claim she made under a joint life assurance policy she held with her late husband. What happened The joint policy began in 2017 for a seven-year term. Mrs M made a claim to S... (4 pages)View decision -
Decision Reference DRN-5596284
24 Jun 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5596284 The complaint Mr W complains that St. James’s Place Wealth Management PLC (SJPWM) failed to review his pension for over 20 years. What happened In May 1996 SJPWM recommended that Mr W open an Executive Retirement Plan with it to accept regular pension contributions. SJPWM s... (3 pages)View decision
