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-5693010
22 Dec 2025 Alexander Beard Investment Management Limited UpheldPensions and AnnuitiesDRN-5693010 The complaint Miss P has complained about the advice she received in 2010 to transfer her defined benefit pension to a personal pension. Alexander Beard Investment Management Limited (“ABIM”) is now responsible for that advice so it is ABIM that I will be referring to in my ... (7 pages)View decision -
Decision Reference DRN-5824850
22 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5824850 The complaint Mr S has been helped throughout his complaint by his mother, but I will mainly refer to actions throughout as though these were all conducted by Mr S for ease of reading the decision. Mr S is unhappy with Nationwide Building Society. Mr S made a complaint, an... (6 pages)View decision -
Decision Reference DRN-6040779
22 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6040779 The complaint Mr and Mrs T acting as trustees of a trust (The Trust) complain that Aviva Life & Pensions UK Limited (Aviva) both mis-sold them and unfairly administered a reviewable whole of life (RWOL) policy. What happened In 1988 Mr and Mrs T took out a RWOL policy w... (8 pages)View decision -
Decision Reference DRN-6039914
22 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6039914 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and ... (18 pages)View decision -
Decision Reference DRN-5987595
22 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5987595 The complaint Miss R complains MBNA Limited (“MBNA”) irresponsibly provided her with a credit card that wasn’t affordable. What happened In August 2023, Miss R applied for a credit card with MBNA. The application was approved and she was provided with a limit of £4,500. This... (3 pages)View decision -
Decision Reference DRN-5597471
22 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5597471 The complaint Mr N believes that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr N decide... (3 pages)View decision -
Decision Reference DRN-6031814
22 Dec 2025 AmTrust Specialty Limited UpheldInsuranceDRN-6031814 The complaint Mr and Mrs W complain that AmTrust Specialty Limited (‘AmTrust’) offered to repair, rather than replace their damaged caravan. They believe their insurance policy entitles them to a new caravan. As Mr W has been the primary contact throughout the complaint, for... (7 pages)View decision -
Decision Reference DRN-5956606
22 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956606 The complaint Mr A complained about HSBC UK Bank Plc after it blocked a payment he attempted to make when he urgently needed to amend his travel arrangements. The resulting delay meant he missed his flight and had to buy new tickets. He wants HSBC to reimburse the full cost... (3 pages)View decision -
Decision Reference DRN-6041314
22 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6041314 The complaint Mr M and Mr T as trustees of the T Trust complain about the outcome of a review carried out in 2024 of its Reviewable Whole of Life (RWOL) policy. Mr T has represented the T Trust throughout this complaint so I will refer only to him within this decision. What... (8 pages)View decision -
Decision Reference DRN-5895292
22 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5895292 The complaint Mrs R complains National Savings and Investments (“NS&I”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs R di... (2 pages)View decision