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-5677548
8 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5677548 The complaint Mr J complains about the decline of his public liability claim, made under his pet insurance policy with the Equine and Livestock Insurance Company limited trading as the Insurance Emporium (‘ELIC’). What happened Mr J had a ‘lifetime’ pet insurance policy with... (4 pages)View decision -
Decision Reference DRN-5625974
8 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5625974 The complaint Mr S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a Marbles credit card in August 2015. In his application, Mr S said his incom... (3 pages)View decision -
Decision Reference DRN-5678958
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5678958 The complaint Mrs S has complained about HSBC UK Bank Plc lending to her and not refunding the money she lost in a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency invest... (5 pages)View decision -
Decision Reference DRN-5499031
8 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5499031 The complaint Mr B complains that Clydesdale Bank Plc (trading as Virgin Money) has recorded a default date that is much later than it should be. What happened Mr B says he got into financial difficulties towards the end of 2021 and had to enter into a debt management plan ... (2 pages)View decision -
Decision Reference DRN-5678038
8 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5678038 The complaint Ms T complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd. What happened Around June 2024 Ms T acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £15,693 on the agre... (6 pages)View decision -
Decision Reference DRN-5676938
8 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5676938 The complaint Mr W complains that Scottish Widows Limited’s pension projection provided to his adviser on 16 July 2023 incorrectly quoted an annual management charge (AMC) of 1% when in fact he was paying a discounted amount. In addition, Scottish Widows took too long to pr... (5 pages)View decision -
Decision Reference DRN-5640222
8 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5640222 The complaint Mr H is unhappy with the policy limit esure Insurance Limited (“esure”) applied when he claimed under his contents insurance for fire damage. When I refer to what Mr H said and what esure said, it should be taken to include things said on their behalf. What hap... (4 pages)View decision -
Decision Reference DRN-5379893
8 Jul 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5379893 The complaint Mr G complains that Legal and General Assurance Society Limited (“L&G”) failed to complete the partial transfer of his pension savings in a timely manner. What happened Mr G held pension investments with L&G in a self-invested personal pension (“SIPP”).... (3 pages)View decision -
Decision Reference DRN-5677606
8 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5677606 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it has dealt with a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows... (2 pages)View decision -
Decision Reference DRN-5574059
8 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5574059 The complaint Mr M complains that Capital One (Europe) plc hasn’t updated the credit reference agencies to show that his account is closed. What happened In 2021, Mr M says he asked for his Capital One credit card account to be closed. He said there was a credit balance on ... (2 pages)View decision
