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-5578940
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5578940 The complaint Miss S complains HSBC Bank UK Plc unfairly closed her accounts without notice or explanation. Miss S is represented on this complaint by her mother – Mrs F. What happened Miss S held a HSBC Premier account and a HSBC Premier Savings account. On 10 July 2024 ... (4 pages)View decision -
Decision Reference DRN-5806726
27 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5806726 The complaint Ms W is unhappy INTACT INSURANCE UK LIMITED (“INTACT”) will only re-tile the damaged area following a leak under her home insurance policy. What happened Ms W reported a leak in her bathroom, and she arranged for the leak to be repaired. Ms W made a claim under... (2 pages)View decision -
Decision Reference DRN-5753604
27 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5753604 The complaint Miss S complains Santander UK Plc didn’t do enough to protect her when she fell victim to a scam. What happened The background of this complaint is well known to both parties, so I won’t repeat everything here. However, in summary, Miss S received a call from a... (4 pages)View decision -
Decision Reference DRN-5976757
27 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5976757 The complaint Mrs H complains that INTACT INSURANCE UK LIMITED (‘Intact’) avoided her landlord insurance policy due to misrepresentation and then turned down a claim. Mrs H is represented in the claim and previously in the complaint by Mr H, so I’ve largely referred to him ... (5 pages)View decision -
Decision Reference DRN-5923635
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5923635 The complaint Mr M’s complained about the way AmTrust Specialty Limited dealt with the claim he made after his house suffered storm damage. What happened In late summer 2024, Mr M reports that his house suffered damage following a storm, which allowed water to enter. So he ... (3 pages)View decision -
Decision Reference DRN-5869600
27 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5869600 The complaint Mr B complains that he was given incorrect information by TSB Bank plc (TSB) and he relied on this information to his detriment. What happened Mr B held a current account with TSB. The account was an “added value” account which carried a charge of £25 per month... (3 pages)View decision -
Decision Reference DRN-5936439
27 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5936439 The complaint Miss B complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss B under a hire purchase agreement with MotoNovo Finance that she ele... (4 pages)View decision -
Decision Reference DRN-5952695
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5952695 The complaint Ms A complained that Nationwide Building Society unfairly blocked her account when she tried to pay for air travel. She was also concerned about what happened when her card was retained in a cash machine. And she said Nationwide’s records about a failed payment... (3 pages)View decision -
Decision Reference DRN-5915122
27 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5915122 The complaint Mrs C complains that Legal and General Assurance Society Limited declined a claim on a life assurance policy held with her late husband. What happened Mrs C took out a joint life assurance policy with her late husband in early-2021. Mr C sadly passed away whils... (2 pages)View decision -
Decision Reference DRN-5697766
27 Nov 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5697766 The complaint Mrs C complains that St. James’s Place Wealth Management Plc (SJP) failed to provide the annual ongoing advice reviews as promised to ensure her investments remained aligned to her objectives. She also complains that SJP continues to hold some of her invested m... (7 pages)View decision
