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-5967001
9 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5967001 The complaint Mr H has complained about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim under his contents policy. References to LV include companies acting on its behalf. What happened Mr H made a claim on his contents policy following a water lea... (3 pages)View decision -
Decision Reference DRN-5919615
9 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5919615 The complaint Mr and Mrs S have complained about the way their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim they made on their policy. What happened Mr and Mrs S have a motor policy with Admiral. Mrs S is the main driver and Mr S a na... (4 pages)View decision -
Decision Reference DRN-5806165
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5806165 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges on his account refunded along with 8% statutory interest, any negative information removed from his credit file and an acknowledgment of the impact this ha... (4 pages)View decision -
Decision Reference DRN-5962781
9 Dec 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5962781 The complaint Mr L complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) made a mistake when it acted on his instructions to transfer the cash held in his stocks and shares ISA to a cash ISA with another provider. He says HLAM sold his shares and transferred t... (7 pages)View decision -
Decision Reference DRN-5962758
9 Dec 2025 Lloyds Bank PLC UpheldInvestmentsDRN-5962758 The complaint Mr L complains that Lloyds Bank plc made a mistake when it acted on his instructions to transfer the cash held in his stocks and shares ISA from another provider. He says Lloyds gave instructions to close his stocks and shares ISA and transfer the whole balance... (7 pages)View decision -
Decision Reference DRN-5889822
9 Dec 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5889822 The complaint Mrs C complains that Scottish Widows Limited trading as Clerical Medical (Clerical Medical) failed to provide the information she requested in a timely manner. She’s also concerned that its actions may have led to a shortfall in the pension she held with it. Wh... (6 pages)View decision -
Decision Reference DRN-5361767
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5361767 The complaint Ms N complains that Revolut Ltd has declined to refund transactions that were made from her account to an unknown beneficiary. What happened On 30 July 2024, Ms N contacted Revolut to explain that a transfer she had made earlier that day via her Revolut app was... (2 pages)View decision -
Decision Reference DRN-5899564
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5899564 The complaint Miss H complains that Nationwide Building Society charged a non-sterling transaction fee which she wasn’t warned about beforehand. What happened In August 2025, Miss H made a payment online, using her Nationwide debit card, of just under £2,400. As this was in ... (3 pages)View decision -
Decision Reference DRN-6005429
9 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-6005429 The complaint Mr J’s complaint relates to problems he had with a car supplied to him by Specialist Motor Finance Ltd (SMF) under a hire-purchase agreement. What happened The facts of this case are familiar to both sides and are not in dispute, so I don’t intend to repeat th... (11 pages)View decision -
Decision Reference DRN-6007914
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6007914 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision