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 366873 results
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Decision Reference DRN-5341791
7 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5341791 The complaint Mr G has complained about Covea Insurance plc. He’d arranged a motor trade insurance policy with it, but it cancelled it within a few weeks of the cover starting. What happened Mr G, using a broker, arranged a policy with Covea. Covea cancelled the policy as i... (3 pages)View decision -
Decision Reference DRN-5380889
7 Mar 2025 Wealthify Limited Not upheldInvestmentsDRN-5380889 The complaint Mr Y is unhappy with how long it took Wealthify Limited (“Wealthify”) to pay him a cashback promotion, and how they dealt with his resulting complaint about this. What happened Mr Y contacted Wealthify on 1 st August 2024 about a £50 cashback promotion. He was ... (2 pages)View decision -
Decision Reference DRN-5314644
7 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5314644 The complaint Mr and Mrs L2 complain, on behalf of Mr L1, that Mr L1 has been excluded from opening a Digital Regular Saver with The Royal Bank of Scotland Plc due to its system constraints. Mr and Mrs L2 have financial and welfare guardianship for Mr L1, but due to RBS’ sys... (2 pages)View decision -
Decision Reference DRN-5151383
7 Mar 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5151383 The complaint Mr H and Mrs P are unhappy with BUPA Insurance Limited’s decision to decline their private medical claim. What happened Mr H and Mrs P claimed on their private medical policy for costs related to the treatment and care for their son, who upon birth, required sp... (2 pages)View decision -
Decision Reference DRN-5045189
7 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5045189 The complaint Mr H complains that Zempler Bank Limited, trading as Cashplus Bank, closed his newly opened account and didn’t immediately return the balance. What happened In April 2024, Mr H opened an account with Cashplus. But one day later Cashplus decided to close the acc... (3 pages)View decision -
Decision Reference DRN-5180307
7 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5180307 The complaint Mr and Mrs R complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is acco... (6 pages)View decision -
Decision Reference DRN-5379241
7 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5379241 The complaint The estate of Mr B complains that Phoenix Life Limited failed in its responsibilities when dealing with the request to transfer Mr B’s personal pension to an occupational pension scheme (‘OPS’) in April 2015. Mr B’s OPS ended up failing, causing a loss in its f... (5 pages)View decision -
Decision Reference DRN-5149228
7 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5149228 The complaint Mr P complains about the way American Express Services Europe Limited (“AESEL”) handled a claim he made in respect of a transaction made with his credit card. What happened Mr P used his AESEL credit card to purchase some goods from a retailer, who’ll I’ll ref... (4 pages)View decision -
Decision Reference DRN-5275524
7 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275524 The complaint Ms G complains about Fairmead Insurance Limited’s handling of a claim made under her home insurance policy after a landslip damaged her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary ... (7 pages)View decision -
Decision Reference DRN-5187559
7 Mar 2025 Jigsaw Insurance Services Limited Not upheldInsuranceDRN-5187559 The complaint Mrs H is unhappy with the commission charged by NCI Insurance Services Ltd (acting as an appointed representative of Jigsaw Insurance Ltd) following the sale of her car insurance policy. Mrs H is being represented by a third party in bringing her complaint to ... (2 pages)View decision
