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 387322 results
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Decision Reference DRN-6048105
30 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6048105 The complaint The estate of Mr K has complained about ARAG Legal Expenses Insurance Company Limited’s rejection of a claim under the legal expenses section of a household insurance policy. The estate of Mr K is represented by one of the executors, also Mr K, so I will refer... (5 pages)View decision -
Decision Reference DRN-5988080
30 Dec 2025 My Pension Expert Limited Not upheldPensions and AnnuitiesDRN-5988080 The complaint Mr R complains about the service provided by My Pension Expert Limited (MPE) when arranging an enhanced annuity. He contends that because MPE failed to properly amend the annuity quote it obtained from Scottish Widows for his revised medical information, he has... (7 pages)View decision -
Decision Reference DRN-6006426
30 Dec 2025 Arval UK Limited UpheldConsumer CreditDRN-6006426 The complaint Mr S complains that Arval UK Limited provided him with an unaffordable hire agreement. What happened Arval provided Mr S with a regulated hire agreement for a car in January 2024. The hire agreement had a term of 36 months with an initial payment of around £5,3... (3 pages)View decision -
Decision Reference DRN-6047842
30 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-6047842 The complaint Mr A has complained that his motor insurer, Zurich Insurance Company Ltd (‘Zurich’), did not pursue a third party for its outlay after it was involved in an accident with Mr A. What happened In April 2024 Mr A was involved in an accident with a third-party car... (4 pages)View decision -
Decision Reference DRN-6016557
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6016557 The complaint Mr K has complained about the way his motor insurer, Aviva Insurance Limited trading as Quotemehappy.com (‘Aviva’), has been progressing a claim he made on his policy after a third party reversed into his vehicle. What happened In December 2024, Mr K was invol... (3 pages)View decision -
Decision Reference DRN-5930997
30 Dec 2025 Covea Insurance plc Not upheldInsuranceDRN-5930997 The complaint Mr P1 and Mr P2 have complained about the way their commercial vehicle insurer, Covea Insurance plc (‘Covea’) recorded a claim they made on their policy after the attempted theft of their van. What happened Mr P1 is the main policy holder on the policy and Mr ... (3 pages)View decision -
Decision Reference DRN-5636829
30 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5636829 The complaint I’ve carefully considered the additional points raised following my provisional decision. And have set out my final decision below. The complaint Mr P complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investmen... (5 pages)View decision -
Decision Reference DRN-5947840
30 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5947840 The complaint Mr H complains Bank of Scotland plc trading as Halifax won’t refund the funds he says he lost due to a scam. What happened I issued my provisional decision on this complaint on 31 October 2025. I wanted to give both sides a chance to provide any further evidenc... (9 pages)View decision -
Decision Reference DRN-5947827
30 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5947827 The complaint Mr H complains J.P. Chase Europe Limited trading as Chase won’t refund the money he says he lost due to fraud. What happened I issued my provisional decision on this complaint on 31 October 2025. I wanted to give both sides a chance to provide any further evid... (8 pages)View decision -
Decision Reference DRN-5718823
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5718823 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand it to be a... (3 pages)View decision