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-5477840
8 Dec 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5477840 The complaint Mr M has complained about the advice he received from St. James's Place Wealth Management Plc (‘SJP’) to transfer the benefits held in a former employer’s occupational pension scheme (‘OPS’) to a pension with SJP. He’s also complained that he paid for annu... (6 pages)View decision -
Decision Reference DRN-5561632
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5561632 The complaint Mr Y complains that Nationwide Building Society (‘Nationwide’) won’t refund all the money he lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details here. In summary, in January 2025, Mr Y was messaged by an indi... (2 pages)View decision -
Decision Reference DRN-5936566
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5936566 The complaint Mr S says Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (who I’ll call Novuna) were unreasonable to charge him failed collection fees and extended hire charges. What happened The detailed background to this complaint is well known to both par... (2 pages)View decision -
Decision Reference DRN-5995524
8 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5995524 The complaint Mr J complains because Legal and General Assurance Society Limited (‘L&G’) refused to consider a claim for terminal illness benefit under his term assurance policy. What happened Mr J took out a term assurance policy with L&G in 2000. The policy ended i... (2 pages)View decision -
Decision Reference DRN-5973612
8 Dec 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5973612 The complaint Mr K and Mrs K have complained about a home insurance policy sold to them by Hastings Insurance Services Limited (Hastings). What happened Mr K and Mrs K took out a policy through Hastings. They later contacted Hastings to ask for a copy of the policy document... (2 pages)View decision -
Decision Reference DRN-5949739
8 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5949739 The complaint Mr and Mrs B’s complaint relates to a mortgage they had with Santander UK Plc. They are unhappy that Santander took the mortgaged property into possession and is planning to sell it. What happened Mr and Mrs B took out their mortgage in 2008 for £225,000 over a... (4 pages)View decision -
Decision Reference DRN-5782058
8 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5782058 The complaint Mr and Mrs N’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (6 pages)View decision -
Decision Reference DRN-5786202
8 Dec 2025 AXA Health Limited Not upheldInsuranceDRN-5786202 The complaint Mr M is unhappy with AXA Health Limited because it declined his claim. What happened Mr M has private medical insurance with AXA. He was suffering from back pain and claimed for treatment with a chiropractor, which was declined. Mr M said AXA had initially auth... (4 pages)View decision -
Decision Reference DRN-6002117
8 Dec 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-6002117 The complaint Miss H complains that Newcastle Building Society (NBS) didn’t tell her when it blocked her Lifetime ISA (LISA) that this meant she couldn’t pay money into the account. She says she lost out on interest and a bonus payment as a result. What happened In December... (2 pages)View decision -
Decision Reference DRN-5908395
8 Dec 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5908395 The complaint Mrs C complains that Coventry Building Society (CBS) advised her to put her savings in an inappropriate account in 2023. As a result, she has to pay tax on the interest she received when she wasn’t expecting to have to do so. What happened Mrs C is a longstand... (2 pages)View decision