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-5991292
22 Dec 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5991292 The complaint Mr K complains that Aviva Life & Pensions UK Limited (“Aviva”) has failed to pay him some pension benefits in a timely manner. What happened Mr K held pension savings with Aviva. In May 2024 Aviva wrote to Mr K to remind him that he would need to take the b... (4 pages)View decision -
Decision Reference DRN-6038517
22 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6038517 The complaint Mr W has complained that his commercial vehicle insurer, Ageas Insurance Limited (‘Ageas’) unfairly avoided his policy saying he hadn’t declared that his vehicle had been modified. What happened I issued a provisional decision regarding this complaint earlier ... (6 pages)View decision -
Decision Reference DRN-6040024
22 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6040024 The complaint Mrs S complains that HSBC UK Bank Plc (“HSBC”) declined to refund a failed withdrawal. What happened Mrs S lost her debit card linked to her account and needed cash for a purchase. She called HSBC and they offered to have the cash delivered to her at home. This... (4 pages)View decision -
Decision Reference DRN-5897795
22 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5897795 The complaint Mr and Mrs F are unhappy that Accredited Insurance (Europe) Ltd (AIE) unfairly declined a claim for damage caused by an escape of water under their home insurance policy. What happened Mr and Mrs F say in mid-December 2024 they noticed damp patches around the ... (3 pages)View decision -
Decision Reference DRN-5515643
22 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5515643 The complaint Mr D complains that HSBC UK Bank Plc (HSBC, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to a vehicle purchase scam. What happened Mr D was looking to purchase a second-hand car in September 2024. He found a suitable one on a well-... (5 pages)View decision -
Decision Reference DRN-5652996
22 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652996 The complaint Mrs P complains Revolut Ltd (“Revolut”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mrs P said she was added to a group c... (3 pages)View decision -
Decision Reference DRN-5653103
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5653103 The complaint Mr P and Mrs P complain Lloyds Bank PLC (“Lloyds”) hasn’t refunded funds they lost as the result of a scam. Mrs P was in contact with the scammer and made the payments from a joint account with Mr P, so for ease of reading this decision I will refer to Mrs P f... (4 pages)View decision -
Decision Reference DRN-6041029
22 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6041029 The complaint Mr and Mrs G complaint is, in essence, that Shawbrook Bank Limited (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 (2) d... (12 pages)View decision -
Decision Reference DRN-5551648
22 Dec 2025 Scottish Widows Limited Not upheldInsuranceDRN-5551648 The complaint The estate of Mr E complains that Scottish Widows Limited paid the proceeds of his Lifetime Cover policy to his sister and not to the Estate. Miss E representing the estate had paid for the funeral and expected this policy to help meet the costs as she says it ... (2 pages)View decision -
Decision Reference DRN-5709196
22 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5709196 The complaint Ms H and Ms H complain that Accredited Insurance (Europe) Limited (“Accredited”) caused delays in the handling of their claim for flood damage, under their home buildings insurance policy. I’ll refer to one Ms H for ease of writing. What happened Ms H said a fl... (3 pages)View decision