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 366874 results
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Decision Reference DRN-5507543
28 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5507543 The complaint Mr S complains that American Express Services Europe Limited (‘Amex’) didn’t honour a cash back offer he had enrolled on. What happened Mr S thought he was entitled to 10% cashback up to a maximum of £150 on each transaction he completed with Expedia. He was up... (2 pages)View decision -
Decision Reference DRN-5368920
27 Apr 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5368920 The complaint The estate of Mrs O (“the estate”) complains a fund (“the new fund”) HSBC UK Bank Plc (“HSBC”) advised Mrs O to invest her stocks and shares ISA in was inappropriate. The estate says it seeks redress for losses caused by abysmal fund performance. What happened ... (5 pages)View decision -
Decision Reference DRN-5465562
27 Apr 2025 Phoenix Life Limited UpheldInsuranceDRN-5465562 The complaint The estate of Mrs R (“the estate”) complains Phoenix Life Limited (“Phoenix”) paid out too little on a with-profits life policy taken out in 1991 (“the 1991 policy”). What happened The 1991 policy was taken out by Mrs R with a firm whose business Phoenix later ... (6 pages)View decision -
Decision Reference DRN-5360535
27 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5360535 The complaint Mr G complains that Barclays Bank UK Plc (‘Barclays’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail of what happened here. But, in sum... (3 pages)View decision -
Decision Reference DRN-5217964
27 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5217964 The complaint Ms G, Mr K and Ms M complain that Covea Insurance plc has unfairly handled a claim made for subsidence damage to their property. What happened The complaint has been brought in joint names, but Ms G has taken the lead on the complaint and for ease of reference,... (4 pages)View decision -
Decision Reference DRN-5392971
26 Apr 2025 RAC Insurance Limited Not upheldInsuranceDRN-5392971 The complaint Mr A complains that RAC Insurance Limited wouldn’t offer him a hire car under his breakdown policy. What happened Mr A’s car broke down on 8 May 2024. He called RAC for help under his breakdown policy. The car was recovered to a local garage and Mr A made his o... (2 pages)View decision -
Decision Reference DRN-5214196
26 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5214196 The complaint Mr P and Mr P complain that Royal & Sun Alliance Insurance Limited trading as More Tha>n, (“RSA”) unfairly declined the majority of their claim for damage caused by a fallen tree following a storm. Only one of the joint policyholders has corresponded wit... (3 pages)View decision -
Decision Reference DRN-5047989
26 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5047989 THE COMPLAINT Dr C holds/held an account with Revolut Ltd (“Revolut”). Dr C’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Dr C is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer... (5 pages)View decision -
Decision Reference DRN-5455658
25 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5455658 The complaint Ms R complains that Legal and General Assurance Society Limited (‘L&G’) stopped paying benefit for a claim she made under a group income protection insurance policy. To resolve her complaint, Ms R wants L&G to retract its decision and reinstate her bene... (5 pages)View decision -
Decision Reference DRN-5467233
25 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467233 The complaint Mrs K complains that NewDay Ltd trading as Aqua was irresponsible to open a credit account for her and to later increase the credit limit on several occasions. Mrs K has brought her complaint via a representative but I will refer to her throughout for simplici... (3 pages)View decision
