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 381195 results
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Decision Reference DRN-5828668
19 Sep 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5828668 The complaint Mr S and Mrs S have complained about how Highway Insurance Company Limited (Highway) dealt with a claim under their home insurance policy. References to Highway include companies acting on its behalf. What happened Mr S and Mrs S made a claim when the sewage ... (7 pages)View decision -
Decision Reference DRN-5650268
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5650268 The complaint Ms L complains that Nationwide Building Society didn’t give her the offered payment of £175 when she switched her account. What happened Ms L explains that she applied to switch her account to Nationwide on 8 January 2025. She set a switch date of 5 February 20... (3 pages)View decision -
Decision Reference DRN-5646451
19 Sep 2025 HBOS Investment Fund Managers Limited UpheldInvestmentsDRN-5646451 The complaint Miss B complains about the value of her stocks and shares ISA provided by HBOS Investment Fund Managers Limited (“Halifax”). What happened In 2004 Miss B opened her ISA and began investing £50 per month, which she reduced to £20 per month in 2008. Over the year... (4 pages)View decision -
Decision Reference DRN-5665712
19 Sep 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5665712 The complaint Mrs S complains that Bank of Ireland (UK) Plc (“BoI”) didn’t support her in her longrunning legal battle against the freeholder of her leasehold, mortgaged property. Mrs S says the freeholder now has the property, but BoI is still asking her to pay the mortgage... (4 pages)View decision -
Decision Reference DRN-5814046
19 Sep 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5814046 The complaint Mr E complains about the way Aviva Protection UK Limited has handled and paid an incapacity claim he made on a ‘YourLife Plan’ which provided income protection insurance cover. Mr E’s represented by Ms K. But I’ve generally referred to Mr E. Aviva is now respon... (4 pages)View decision -
Decision Reference DRN-5827215
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5827215 The complaint Mr A complains Santander UK Plc took money back off him after he’d withdrawn it. What happened Mr A withdrew £2,000 from his account but was stopped from leaving the branch and asked to hand the money back to a staff member. Mr A handed the money back and he ... (2 pages)View decision -
Decision Reference DRN-5655700
19 Sep 2025 Sky UK Limited Not upheldConsumer CreditDRN-5655700 The complaint Mr F has complained about the way Sky UK Limited treated him in relation to two credit agreements that were taken out to purchase devices. Mr F has been represented at times but, to keep things simple, I’ll refer to Mr F throughout. What happened The circumstan... (3 pages)View decision -
Decision Reference DRN-4437597
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4437597 The complaint Ms B complains about Lloyds Bank PLC. She says that she has fallen victim to a scam and would like Lloyds to refund her the money she has lost as a result. What happened Ms B wanted to become a counsellor – in order to finish her studies, she looked online fo... (3 pages)View decision -
Decision Reference DRN-5804126
19 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5804126 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) gave him misleading information regarding his Stocks and Shares ISA. What happened On 19 January 2024, Mr S contacted HLAM to discuss moving cash from his Fund and Share account to his St... (3 pages)View decision -
Decision Reference DRN-5619511
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5619511 The complaint Mr P has complained about how Santander UK Plc (Santander) handled his claim regarding a faulty phone purchased in the US. What happened Mr P purchased a phone from a supplier I shall call ‘N’ via an online marketplace I shall call ‘B’ in November 2023 using hi... (5 pages)View decision
