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 384131 results
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Decision Reference DRN-5651505
24 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5651505 The complaint Miss K complains that the value of the voucher offered by Domestic & General Insurance Plc (D&G) for a replacement television wasn’t a suitable like for like replacement. What happened In October 2022, Miss K took out a D&G insurance policy to provi... (3 pages)View decision -
Decision Reference DRN-5960049
24 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5960049 The complaint Mr R’s 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) decidin... (10 pages)View decision -
Decision Reference DRN-5970684
24 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5970684 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited trading as Royal London refused to transfer his pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’). What happened In April 2024 Royal London received a request from Secure M... (6 pages)View decision -
Decision Reference DRN-5903917
24 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5903917 The complaint Mr E complains about how Liverpool Victoria Insurance Company (“LV”) dealt with a claim he made on his home insurance policy following a flood at his property. What happened In January 2024 a water pipe burst in the loft of Mr E’s home while he was away causing e... (6 pages)View decision -
Decision Reference DRN-5950848
24 Nov 2025 ReAssure Limited Not upheldInsuranceDRN-5950848 The complaint Mr P complains about the way ReAssure Limited has administered his whole of life policy. He is unhappy he was required to pay significantly increased premiums for the cover and thinks it is unjustified. What happened In 1991, Mr P took out a reviewable whole o... (4 pages)View decision -
Decision Reference DRN-5731309
24 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5731309 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here My final decision Your text here Under t... (1 page)View decision -
Decision Reference DRN-5817022
24 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5817022 The complaint Mr H complains that Nationwide Building Society didn’t do enough to protect him against losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also mean his repres... (3 pages)View decision -
Decision Reference DRN-5971955
24 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5971955 The complaint Miss L complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) wasn’t of satisfactory quality. What happened The parties are familiar with the background det... (2 pages)View decision -
Decision Reference DRN-5822410
24 Nov 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5822410 The complaint Mr M complains about the service Watford Insurance Company Europe Limited (“Watford”) provided him during a claim under his car insurance policy. When I mention Watford I also mean its suppliers. What happened Mr M had a motor insurance policy with Watford cove... (3 pages)View decision -
Decision Reference DRN-5636345
24 Nov 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5636345 The complaint Mrs C was the victim of a scam in which fraudsters accessed and sold shares from her Halifax Share Dealing Limited (HSDL) account. She complains HSDL’s actions allowed this to occur. Mrs C is represented by her husband but for ease, I’ll refer to those actions... (4 pages)View decision
