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 380824 results
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Decision Reference DRN-5791282
24 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5791282 The complaint Mr D complains that INTACT INSURANCE UK LIMITED, has treated him unfairly when a claim was made for damage to his rental property. This was following an escape of water which caused damage to the flooring. Mr D feels INTACT delayed the progress of the claim and... (5 pages)View decision -
Decision Reference DRN-5524777
24 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5524777 The complaint Mr H has complained about Financial & Legal Insurance Company Ltd. He isn’t happy about the way it dealt with a claim under his motor breakdown policy. Any reference to Financial & Legal includes any agents that it is responsible for unless specified. W... (2 pages)View decision -
Decision Reference DRN-5904301
24 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldInvestmentsDRN-5904301 The complaint The trustees of a trust, which I will refer to as T, complain that THE CO-OPERATIVE BANK P.L.C. trading as Britannia has made various errors in relation to the trust’s accounts. In particular, they complain: • They had difficulty contacting Co-op via telephone... (3 pages)View decision -
Decision Reference DRN-5603026
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5603026 The complaint Mrs J complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t refund her money, that she believed was lost through an Authorised Push Payment (‘APP’) investment scam. Mrs J has brought the complaint with the assistance of a professional rep... (6 pages)View decision -
Decision Reference DRN-5823885
24 Oct 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5823885 The complaint Mr M complains Chetwood Financial Limited trading as LiveLend (LiveLend) failed to carry out thorough enough affordability checks before it approved a loan for him. What happened Mr M says LiveLend approved a loan of £8,100 over 48 months for him in July 2019, ... (3 pages)View decision -
Decision Reference DRN-5381981
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5381981 The complaint Mrs J complains that HSBC UK Bank Plc (‘HSBC’) didn’t refund her money, that she believed was lost through an Authorised Push Payment (‘APP’) investment scam. Mrs J has brought the complaint with the assistance of a professional representative. However, for ea... (6 pages)View decision -
Decision Reference DRN-5860954
24 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5860954 The complaint Mrs W complains that Aviva Life & Pensions UK Limited (Aviva) failed to follow her clear instructions before her 75th birthday to pay the Tax-Free Cash (TFC) she’d requested from her pension. Instead, it set up an annuity for her with effect from her 75th b... (5 pages)View decision -
Decision Reference DRN-5777395
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777395 The complaint Mr A complains Bank of Scotland plc won’t refund money he lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. Mr A says that between May and N... (5 pages)View decision -
Decision Reference DRN-5751551
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5751551 The complaint Mrs H complains that TSB Bank plc hasn’t refunded a payment she made using her debit card and this has resulted in her going into her overdraft on her current account. What happened In October 2024, Mrs H bought a TV from a retailer using her TSB debit card. Th... (2 pages)View decision -
Decision Reference DRN-5904179
24 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5904179 The complaint GWD Contractors Ltd complained about delays by Watford Insurance Company Europe Limited in collecting their van following an accident. They were also unhappy with delays in paying the total loss payment. Throughout the claim process, Watford has hired third par... (3 pages)View decision
