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-5932138
12 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5932138 The complaint Mr M complains that Phoenix Life Limited trading as Standard Life (Standard Life) incorrectly processed a withdrawal he wanted to make from his self-invested personal pension (SIPP) and then took over two months to correct his plan’s position. He says the matte... (3 pages)View decision -
Decision Reference DRN-5759841
12 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5759841 The complaint Miss D complains that Atom Bank PLC failed to respond to her request for a letter detailing the interest earned on her two-year fixed-rate savings account. What happened Miss D requested a certificate of interest earned from Atom on her two-year fixed rate sav... (2 pages)View decision -
Decision Reference DRN-5829195
12 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5829195 The complaint Mr L and Mrs L have complained about how U K Insurance Limited (UKI) dealt with a claim under their home insurance policy. References to UKI include companies acting on its behalf. What happened Mr L and Mrs L made a claim for storm damage when a tree fell in... (2 pages)View decision -
Decision Reference DRN-5673990
12 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5673990 Complaint Ms C is unhappy that Barclays Bank UK PLC didn’t reimburse her after she reported falling victim to a an authorised push payment (APP) scam that involved her making payments to one of its customer’s accounts. Background In 2019, Ms C engaged a contractor, referred ... (4 pages)View decision -
Decision Reference DRN-5673749
12 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5673749 Complaint Ms C is unhappy that Lloyds Bank PLC didn’t reimburse her after she reported falling victim to a scam. Background In 2019, Ms C engaged a contractor, referred to in this decision as Company A, to carry out extensive renovation works at her home. Company A had been... (4 pages)View decision -
Decision Reference DRN-5666727
12 Nov 2025 Paynetics UK Limited UpheldBanking and PaymentsDRN-5666727 The complaint Mr N complains that Paynetics UK Limited (“Paynetics”) won’t refund payments made as part of a scam. Mr N has an account with Trading 212. Paynetics provides the debit card offered with this account. The payments in dispute were made on the debit card, so Payn... (3 pages)View decision -
Decision Reference DRN-5879020
12 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5879020 The complaint Mrs D’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs D says C&G treated her unfairly. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-5507419
12 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5507419 The complaint A limited company, which I’ll refer to as ‘S’. complains that Lloyds Bank PLC allowed a direct debit to be processed from its account when there weren’t sufficient funds present in the account to cover the payment. S’s complaint is brought to this service by it... (3 pages)View decision -
Decision Reference DRN-5926095
12 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5926095 The complaint Mr D complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) wrongfully terminated an agreement he took out with them. What happened In November 2021, Mr D acquired a used car using a hire purchase agreement with Oodle. The agree... (3 pages)View decision -
Decision Reference DRN-5861598
12 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5861598 The complaint Mrs O complains about how One Insurance Limited handled a claim made on her motor insurance policy. She wants compensation for her losses. What happened Mrs O’s car was damaged in an incident and One Insurance recovered it. Mrs O told One Insurance that she wa... (4 pages)View decision
