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 384133 results
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Decision Reference DRN-5921663
1 Dec 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5921663 The complaint Mr B and Miss Z are unhappy with the assistance they received from AXIS Specialty Europe SE when they tried to claim on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5979704
1 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5979704 The complaint Mr G and Ms W complain about the settlement esure Insurance Limited (esure) has paid for building repairs and alternative accommodation under their home insurance policy. This complaint has been brought by both Mr G and Ms W, but as Mr G has been leading in thi... (7 pages)View decision -
Decision Reference DRN-5760405
1 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5760405 The complaint Mr and Mrs M are unhappy that esure Insurance Limited declined their home insurance claim for storm damage to their artificial lawn. What happened The parties are very familiar with the background to this complaint, so I don’t intend to set it out in detail her... (3 pages)View decision -
Decision Reference DRN-5815709
1 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5815709 The complaint Miss M complains that Lloyds Bank PLC unfairly closed her account following accusations about her visit to one of its branches. What happened Miss M went to her local Lloyds’ branch to withdraw money but didn’t have her debit card. She asked staff if this was ... (3 pages)View decision -
Decision Reference DRN-5936901
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5936901 The complaint Mr and Mrs H’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)... (8 pages)View decision -
Decision Reference DRN-5935009
1 Dec 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5935009 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (that I’ll refer to as ‘Vitality’) turned down Mr S’s Serious Illness Cover insurance claim. As the complaint concerns Mr S’s claim, I’ve mainly referred to him throughout the decision. What ... (4 pages)View decision -
Decision Reference DRN-5986655
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5986655 The complaint Mr and Mrs T’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)... (8 pages)View decision -
Decision Reference DRN-5595793
1 Dec 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5595793 The complaint Mrs B complains about advice from Harbour Rock Capital Limited trading as Pension Access (Harbour Rock) relating to the transfer of benefits from her defined benefit (DB) occupational pension scheme to a self invested personal pension (SIPP). She says the advic... (9 pages)View decision -
Decision Reference DRN-5936762
1 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5936762 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”): - Erroneously opened a second bank account for his business and in doing so have breached data protection obligations given the account was opened without his knowledge, consent or for a lawful basis - Closed h... (2 pages)View decision -
Decision Reference DRN-5873417
1 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5873417 The complaint Mr E complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund money he lost when he fell victim to a job scam. Mr E is represented by a firm I’ll refer to as “R”. What happened The background of this complaint is well known to both parties so I... (3 pages)View decision
