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 384134 results
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Decision Reference DRN-5745647
28 Nov 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5745647 The complaint Mr P has complained that Assurant General Insurance Limited declined a claim under his mobile phone insurance policy. What happened Mr P has mobile phone insurance cover through his bank account. He made a claim having lost his phone whilst cycling home from wo... (3 pages)View decision -
Decision Reference DRN-5714326
28 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5714326 The complaint Mr H complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) have harassed him and pursued him for a debt he isn’t convinced they have the right to be collecting. What happened Mr H had a credit card account with... (3 pages)View decision -
Decision Reference DRN-5815261
28 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5815261 The complaint Mr and Mrs C are unhappy that HSBC UK Bank Plc won’t reimburse money that they lost to a scam. What happened Mr and Mrs C were attempting to purchase a property. Emails between them and their solicitors were intercepted. Because of this, they were directed to ... (5 pages)View decision -
Decision Reference DRN-5876047
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5876047 The complaint Mr S complains that Santander UK Plc (‘Santander’) closed his accounts and provided him with misleading information. What happened Mr S had a basic and current account with Santander. In February 2025, Mr S attempted to use his debit card and it was declined. ... (3 pages)View decision -
Decision Reference DRN-5833932
28 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5833932 The complaint Mr H complains U K Insurance Limited trading as Churchill Insurance policies (UKI) has unfairly handled a claim under his motor insurance policy. What happened Mr H had a collision in January 2025 and raised a claim under his motor insurance policy, underwritte... (3 pages)View decision -
Decision Reference DRN-5832436
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5832436 The complaint Mr C complains that a car he acquired through a personal contract agreement (a type of hire purchase agreement) financed by BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera). What happened The parties are familiar with the back... (3 pages)View decision -
Decision Reference DRN-5824427
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5824427 The complaint The estate of Mrs W complains that Santander UK Plc released funds to an unauthorised party following the passing of Mrs W. The complaint is being brought on behalf of the estate by Ms W. What happened Following the passing of Mrs W, Ms W went to Santander to r... (2 pages)View decision -
Decision Reference DRN-5714892
28 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5714892 The complaint Mrs F complains about the increase in her premium after she declared a non-fault claim for a named driver when she applied for a car insurance policy with Covea Insurance plc. Reference to Covea includes its agents. Mrs F was represented when she referred her ... (2 pages)View decision -
Decision Reference DRN-5726746
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726746 The complaint Mr K and Mrs L complain that Lloyds Bank PLC (“Lloyds”) won’t refund a payment they made as part of a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it to be ... (4 pages)View decision -
Decision Reference DRN-5967434
28 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5967434 The complaint Mr E complains that American Express Services Europe Limited (“Amex”) has not been able to provide supplementary cards for family members, even though they are included as part of his card membership benefits. What happened Mr E says he and his family held thr... (3 pages)View decision
