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 392389 results
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Decision Reference DRN-5857617
12 Dec 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5857617 The complaint Creation Financial Services Limited (Creation) provided Mrs F with a credit card in 2012. It had a credit limit of £2,500. Mrs F says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-6018233
12 Dec 2025 Mallard Leasing Limited Not upheldConsumer CreditDRN-6018233 The complaint Mallard Leasing Limited trading as Mallard Vehicle Finance (MVF) provided Mrs K with a car finance agreement in April 2018. Mrs K borrowed £11,000 and agreed to repay this at £299.58 a month over 59 months. Mrs K says the credit was provided irresponsibly. Wha... (2 pages)View decision -
Decision Reference DRN-5673687
12 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673687 The complaint Mrs M complains about how NewDay Ltd trading as John Lewis Credit Card (‘JL’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resol... (4 pages)View decision -
Decision Reference DRN-5913693
12 Dec 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5913693 The complaint Mr M complains that Legal and General Assurance Society Limited (L&G) repeatedly failed to provide reasonable adjustments for his disabilities when he contacted it to obtain a valuation of his pension plan. He says L&G’s (in) actions were directly in br... (5 pages)View decision -
Decision Reference DRN-5940293
12 Dec 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5940293 The complaint Mr W complains that Phoenix Life Limited (Phoenix Life) did not return his birth certificate that was requested as part of taking his benefits. What happened Our investigator set out the background to the complaint in his recommendation letter, for ease of refe... (3 pages)View decision -
Decision Reference DRN-5875450
12 Dec 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5875450 The complaint Mr A, has complained about the way his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), dealt with a claim he made on his policy after his vehicle was damaged in a collision with a third party. All references to Haven include its agents. ... (4 pages)View decision -
Decision Reference DRN-5816414
12 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5816414 The complaint Miss T complains that Barclays Bank UK PLC (‘Barclays’) declined to reimburse her £15,000, which she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wha... (5 pages)View decision -
Decision Reference DRN-6004606
12 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6004606 The complaint Mr F complains that a car acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“LRFS”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the backgroun... (8 pages)View decision -
Decision Reference DRN-5971431
12 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5971431 The complaint Ms W is unhappy with the way Chubb European Group SE handled a claim under her travel insurance policy (‘the policy’) when she required medical treatment abroad after she was injured. What happened The details of this complaint are well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5764845
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5764845 The complaint Mr B complains HSBC UK Bank Plc unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both part... (4 pages)View decision