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-6006393
23 Dec 2025 Neos Ventures Limited Not upheldInsuranceDRN-6006393 The complaint Ms G has complained that when she amended her home insurance policy through Neos Ventures Limited at renewal, she ended up with a new policy and has lost continuity of cover. Any reference to Neos includes its trading names. What happened Ms G received a renewa... (2 pages)View decision -
Decision Reference DRN-5743900
23 Dec 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5743900 The complaint Miss C complains that Everyday Lending Limited trading as Evlo (Everyday Lending) lent £5,000 to her on 30 August 2024 when she could not afford to repay it sustainably. Miss C says that the interest rate is exponentially high. Miss C complains that she was den... (5 pages)View decision -
Decision Reference DRN-6044265
23 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6044265 The complaint Mr E and Miss C are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made under their travel insurance policy (‘the policy’). All reference to IPA includes its medical assistance team. What happened Mr E and Miss C didn’t fly back to the UK o... (3 pages)View decision -
Decision Reference DRN-5773508
23 Dec 2025 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5773508 The complaint A company that I will refer to as L, complains that Allica Bank Limited unfairly blocked then closed its bank accounts without providing a proper explanation. L also complains about how long it took Allica to release its closing balance and the service Allica ... (3 pages)View decision -
Decision Reference DRN-5924317
23 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5924317 The complaint Mr P has complained that Nationwide Building Society (“Nationwide”) declined his claim for money back in relation to a watch he purchased using his Nationwide credit card. What happened On 3 March 2025, Mr P ordered a watch from a supplier I’ll refer to as F. ... (5 pages)View decision -
Decision Reference DRN-6004614
23 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6004614 The complaint Mr D complains about how Ageas Insurance Limited (“Ageas”) dealt with a subsidence claim he made on his home insurance policy. Ageas is the insurer for this policy. Part of the complaint relates to the actions of the agent. Since Ageas has confirmed it is resp... (4 pages)View decision -
Decision Reference DRN-5921052
23 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5921052 The complaint Miss F has complained about AXA Insurance UK Plc’s decision to settle a claim on a joint 50%50% liability basis under her car insurance policy. What happened In July 2024 Miss F was involved in an incident with a third party vehicle (TPV). Miss F said the third... (2 pages)View decision -
Decision Reference DRN-6044192
23 Dec 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-6044192 The complaint Mr B is unhappy with the service he has received from St. James’s Place Wealth Management Plc (‘SJP’). What happened Mr B says he met a financial adviser through a mutual associate in 2015. When the adviser joined SJP they reached out to Mr B which led to an i... (10 pages)View decision -
Decision Reference DRN-5782655
23 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5782655 The complaint Ms A complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms A is being represented by a third party. To keep things simple, I will refer to Ms A throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-6009786
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6009786 The complaint Mr A has complained that Santander UK Plc “Santander” declined his claim for money back in relation to a repair to a roof he paid for with his credit card. The complaint is about a payment Mr A made with his Santander credit card, but Mr A’s father was named o... (6 pages)View decision