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 381082 results
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Decision Reference DRN-5689839
26 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5689839 The complaint Mr P complained that Phoenix Life Limited trading as Standard Life (Standard Life) caused a delay in adding a lump sum contribution to his pension. This meant that the contribution was added after the end of the tax year, resulting in him losing income tax reli... (5 pages)View decision -
Decision Reference DRN-5217390
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5217390 The complaint S complains that Barclays Bank UK PLC closed its business account in error and that the compensation it offered for that error is insufficient. What happened S is a partnership and family business. I’ll refer to the partners as Mr and Mrs P. S has banked with B... (2 pages)View decision -
Decision Reference DRN-5465335
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465335 The complaint Mr Z complains that Starling Bank Limited unfairly closed his accounts. What happened In July last year, Starling wrote to Mr Z advising it had decided to close his accounts. Mr Z complained as he’s unhappy the bank decided to do so without an explanation. Mr Z... (2 pages)View decision -
Decision Reference DRN-5755967
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5755967 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t reimburse the money that was lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr S says he came across a company (I’ll call ‘K’) when... (5 pages)View decision -
Decision Reference DRN-5714781
26 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5714781 The complaint Mrs G’s complained – in her capacity as joint policyholder and on behalf of her late husband’s estate – that Aviva Life & Pensions UK Limited declined Mr G’s claim and cancelled the policy because they said he’d made a misrepresentation when he bought it. M... (3 pages)View decision -
Decision Reference DRN-5758806
26 Aug 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5758806 The complaint Mr N’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G initially agreed to pay, then declined, following which they voided the policy entirely. Mr N says C&G tre... (4 pages)View decision -
Decision Reference DRN-5356728
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356728 The complaint The partners in a partnership, which I’ll refer to as F, complain that Lloyds Bank PLC misled them about their personal liability for a bounce back loan (“BBL”). What happened The partners took out a £50,000 BBL in 2020. F was ultimately unable to recover from ... (2 pages)View decision -
Decision Reference DRN-5777461
26 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5777461 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc handled a claim they made on their home insurance policy. What happened The details of this claim are well known to both parties, so below is a summary of key events important to this complaint. Mr and Mrs F... (6 pages)View decision -
Decision Reference DRN-5707929
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707929 The complaint Mr M has complained Nationwide Building Society won’t refund him for transactions he didn’t authorise. What happened In November 2024 on a night out, Mr M had his phone stolen. He’d been using it at the time. There were numerous transactions made using Mr M’s d... (3 pages)View decision -
Decision Reference DRN-5771792
26 Aug 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5771792 The complaint Miss R complains about a claim she made to Capital One (Europe) plc (Capital One) in respect of a holiday resort not being as described. What happened In April 2024, Miss R made a partial payment of £700 using her Capital One credit card for a packaged holiday ... (7 pages)View decision
