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-5950981
27 Nov 2025 Phoenix Life Limited UpheldInvestmentsDRN-5950981 The complaint Mr K complains about the way Phoenix Life Limited has dealt with his enquiries to help establish if a pay-out is due on a savings policy in his name. He is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happened... (5 pages)View decision -
Decision Reference DRN-5951001
27 Nov 2025 Phoenix Life Limited UpheldInvestmentsDRN-5951001 The complaint Mrs W complains about the way Phoenix Life Limited has dealt with her enquiries to help establish if a pay-out is due on a savings policy in her name. She is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happene... (4 pages)View decision -
Decision Reference DRN-5976528
27 Nov 2025 Phoenix Life Limited UpheldInsuranceDRN-5976528 The complaint Mr K complains about the way Phoenix Life Limited has dealt with his enquiries to help establish if a pay-out is due on a savings policy in his name. He is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happened... (4 pages)View decision -
Decision Reference DRN-5981712
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5981712 The complaint Mr A complains that Nationwide Building Society has not honoured a current account switch incentive payment. What happened In May 2025, Nationwide was offering a £200 incentive payment to customers switching a bank account to it. The process involved customers... (3 pages)View decision -
Decision Reference DRN-5898136
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5898136 The complaint Mr E is unhappy Monzo Bank Ltd stopped him from making a payment and then restricted and closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr E held a Monzo account... (3 pages)View decision -
Decision Reference DRN-5356253
27 Nov 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5356253 The complaint Miss B complains Currencies Direct Limited (“CDL”) asked for unreasonable information as part of its compliance checks after agreeing a deal for foreign exchange to be sent to her friend overseas. And because of this she had to cancel and reverse the transactio... (4 pages)View decision -
Decision Reference DRN-5925249
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5925249 The complaint Miss J complains about the way in which Barclays Bank UK PLC trading as Barclaycard handled her personal data. What happened Miss J holds a credit card account with Barclays. In or around May 2025 Miss J received text messages meant for another customer. Miss J... (2 pages)View decision -
Decision Reference DRN-5697173
27 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5697173 The complaint Miss S complains about a refund of a monthly repayment she made to Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”) on a credit agreement she held with them. What happened In August 2024, Miss S renewed an insurance policy she held wit... (4 pages)View decision -
Decision Reference DRN-5590672
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5590672 The complaint Mrs C complains about the actions of HSBC UK Bank Plc when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In total Mrs C s... (3 pages)View decision -
Decision Reference DRN-5874968
27 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5874968 The complaint Mr P is unhappy that Legal and General Assurance Society Limited have declined a claim he’s made on his former employer’s group critical illness scheme. What happened Mr P made a claim on his former employer’s group critical illness policy following a diagnosis... (3 pages)View decision
