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-5898336
23 Dec 2025 Nationwide Building Society UpheldConsumer CreditDRN-5898336 The complaint Nationwide Building Society (“Nationwide”) provided Mrs B with a number of loans from 2019 to 2020. Mrs B says these loans were provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-5961712
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5961712 The complaint Miss B complains HSBC UK Bank PLC (“HSBC”) refuses to refund her for an unauthorised transaction on her account. What happened The facts of this case are well-known to both parties, so I won’t repeat them in detail here. In short, Miss B says she noticed an una... (2 pages)View decision -
Decision Reference DRN-5310786
23 Dec 2025 ReAssure Limited UpheldInsuranceDRN-5310786 The complaint Mr V is unhappy with the administration of his Reviewable Whole of Life (RWOL) policy. What happened Mr V was advised to take out a RWOL policy – the Barclays Lifestages policy, with Barclays when he was arranging a mortgage. The policy commenced on 14 January... (9 pages)View decision -
Decision Reference DRN-6041961
23 Dec 2025 G11 Financial Management Limited UpheldInsuranceDRN-6041961 The complaint Mr S has complained that G11 Financial Management Limited (“G11”) provided a poor service and gave inaccurate information to Mr S’s building insurer, which resulted in the voidance of Mr S’s policy and the rejection of a claim, causing Mr S financial loss. Mr S... (5 pages)View decision -
Decision Reference DRN-6021635
23 Dec 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6021635 The complaint Mr M has complained that Great Lakes Insurance UK Limited declined a claim he made on a travel insurance policy. What happened Mr M was on a trip abroad with a planned return date of 30 June 2024. The flight was cancelled due to air traffic control issues. The... (3 pages)View decision -
Decision Reference DRN-6032538
23 Dec 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6032538 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (STB) was not of a satisfactory quality. What happened In November 2024 Mr R was supplied with a used car through a hire... (4 pages)View decision -
Decision Reference DRN-6028010
23 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6028010 The complaint Mrs S and Mr S complain that HSBC UK Bank Plc incorrectly returned a cheque from their account despite there being sufficient funds available and won’t explain why. What happened Mrs S and Mr S explain that they have had an ‘auto sweep’ arrangement between the... (3 pages)View decision -
Decision Reference DRN-6041112
23 Dec 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6041112 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) didn’t adjust his investments following the extension of his retirement date despite saying it would. He then suffered large losses in the years that followed. What happened I set out the backgrou... (7 pages)View decision -
Decision Reference DRN-5995801
23 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5995801 The complaint Mr K complains about the quality of a car he acquired under a hire purchase agreement with Specialist Motor Finance Limited (SMF). When I refer to what Mr K and SMF said or did, it should also be taken to include things said or done on their behalf. What happ... (6 pages)View decision -
Decision Reference DRN-5893962
23 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5893962 The complaint A company, which I’ll refer to as N, complains that Amazon Payments UK Limited (“APUK”) wrongly restricted access to funds in its seller account. What happened N is a seller on Amazon. The company complains that funds in its seller account were withheld wrongly... (3 pages)View decision