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-5746514
22 Aug 2025 Wakam UpheldInsuranceDRN-5746514 The complaint Ms S is unhappy with what Wakam did after she made a claim on her pet insurance policy. What happened In July 2024 Ms S made a claim for treatment her cat (T) had received. Wakam requested more details from her vet. Ms S was unhappy Wakam was requesting evidenc... (4 pages)View decision -
Decision Reference DRN-5472328
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5472328 The complaint Mr R is unhappy that HSBC UK Bank Plc won’t refund payments he made because of an investment scam. What happened I won’t repeat everything that has happened to date in Mr R’s complaint because the details are well known to the parties. I will though, give a su... (3 pages)View decision -
Decision Reference DRN-5642317
22 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5642317 The complaint Mr C complains that The Prudential Assurance Company Limited (Prudential) have caused delays in him taking his pension benefits and won’t allow him to transfer his plan without taking financial advice. He wants to be able to transfer his plan. What happened Mr... (5 pages)View decision -
Decision Reference DRN-5706844
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5706844 The complaint Mr W complains that following an IT update that Scottish Equitable Plc, trading as Aegon implemented, he has been unable to access his pension online for a number of months. Mr W also says that he has experienced issues contacting them by telephone which has ca... (5 pages)View decision -
Decision Reference DRN-5430891
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5430891 The complaint Mrs M is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money she believes she lost to an authorised push payment (‘APP’) rogue trader scam. What happened The background to this complaint is well known to both parties. So, I won’t r... (7 pages)View decision -
Decision Reference DRN-5771738
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5771738 The complaint Mr K complains that Cabot Credit Management Group Limited (Cabot) have failed make reasonable adjustments to accommodate the way he makes his payments to them. What happened Mr K had a loan which in 2011 fell into arrears. The loan account was later sold to a d... (2 pages)View decision -
Decision Reference DRN-5695268
22 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5695268 The complaint Mr P complains about charges he has been asked to pay by Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (‘Novuna’) since he returned a car he was financing through an agreement with them. What happened The detailed background to this complain... (2 pages)View decision -
Decision Reference DRN-5731994
22 Aug 2025 Equifinance Limited Not upheldMortgagesDRN-5731994 The complaint Miss O and Mr O’s complaint is about a second charge mortgage they have with Equifinance Limited. They believe that Equifinance acted irresponsibly when it agreed to lend to them due to their circumstances. Miss O and Mr O are represented in their complaint, bu... (4 pages)View decision -
Decision Reference DRN-5709847
22 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5709847 The complaint Mr E has complained that Tesco Underwriting Limited didn’t make him aware that his car insurance premium at renewal would be higher. What happened Mr E bought a car insurance policy in February 2023 with the insurer, Tesco which was set up to automatically rene... (2 pages)View decision -
Decision Reference DRN-5600425
22 Aug 2025 ReAssure Limited Not upheldInvestmentsDRN-5600425 The complaint Mr and Mrs C complain about the way ReAssure Limited dealt with the surrender of an investment. They say following a surrender request they made, it delayed the sale of the investment, and this has caused a financial loss. What happened In 2000, Mr and Mrs C t... (4 pages)View decision
