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 382298 results
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Decision Reference DRN-5775536
12 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5775536 The complaint Ms F and Mr B complain that Liverpool Victoria Insurance Company Limited (LV) declined a claim they made under their home insurance policy. LV is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As LV h... (5 pages)View decision -
Decision Reference DRN-5863872
12 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5863872 The complaint Ms S is unhappy with how American Express Services Europe Limited (‘Amex’) approve online transactions. Ms S has been represented in this complaint by Mr O, who is also a secondary cardholder on the account. What happened The complaint circumstances are well k... (4 pages)View decision -
Decision Reference DRN-5944405
12 Nov 2025 The Shepherds Friendly Society Limited Not upheldInsuranceDRN-5944405 The complaint Mr M complains The Shepherds Friendly Society Limited (Shepherds Friendly) declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised event... (4 pages)View decision -
Decision Reference DRN-5795041
12 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795041 The complaint Mr S is unhappy with Nationwide Building Society. Mr S’s account was frozen as he had attempted to buy cryptocurrency. He spoke to the Nationwide fraud department and was shocked by its tone and manner. He felt like he was being interrogated for serious crime. ... (3 pages)View decision -
Decision Reference DRN-5889935
12 Nov 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5889935 The complaint Mr S complains that Harbour Rock Capital Limited (‘HR’) gave him unsuitable advice and didn’t follow a fair insistent client process in relation to the transfer of his defined benefit (‘DB’) pension to a self-invested personal pension (‘SIPP’) with provider ‘Fi... (11 pages)View decision -
Decision Reference DRN-5945790
12 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5945790 The complaint Mr and Mrs E complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs E purchased membership of a t... (3 pages)View decision -
Decision Reference DRN-5875978
12 Nov 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5875978 The complaint Mrs R complains that a car supplied with finance from CA Auto Finance UK Limited (CAAF) wasn’t of satisfactory quality. What happened In November 2024 Mrs R was supplied with a car and entered into a PCP agreement with CAAF. Mrs R experienced issues charging th... (3 pages)View decision -
Decision Reference DRN-5899627
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5899627 The complaint Mr W complains that National Westminster Bank Public Limited Company (‘NatWest’) failed to administer his loan application correctly. This led to him not being able to take a loan which in turn has impacted his finances. Mr W has also complained that the loan a... (3 pages)View decision -
Decision Reference DRN-5945642
12 Nov 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5945642 The complaint Mr V has complained that Curve UK Limited’s (“Curve”) cashback programme is not working correctly. Mr V says that, when he has used Curve Cash points to pay for a transaction, the points used for the transaction are deducted from his Curve Cash balance. But Mr... (4 pages)View decision -
Decision Reference DRN-5910984
12 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5910984 The complaint Mrs C and Mr C complain that AXA Insurance UK Plc (“AXA”) unfairly declined to cover a claim they made on their property insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer... (4 pages)View decision
