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-5957667
5 Dec 2025 ITC Compliance Limited Not upheldInsuranceDRN-5957667 The complaint Mr B complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr B’s complaint... (5 pages)View decision -
Decision Reference DRN-5839662
5 Dec 2025 AJ Bell Securities Limited Not upheldInvestmentsDRN-5839662 The complaint Mrs D complains AJ Bell Securities Limited mishandled a corporate action on her share dealing account. Mrs D would now like AJ Bell to recompense her for the financial losses that she says followed as a consequence of their actions. What happened Mrs D holds a... (6 pages)View decision -
Decision Reference DRN-5873878
5 Dec 2025 Attivo Financial Services Limited Not upheldPensions and AnnuitiesDRN-5873878 The complaint Ms H complains that Attivo Financial Services Limited doubled its ongoing advice fee from 0.5% to 1%. She says it had previously agreed to honour the 0.5% fee, and it hasn’t provided any additional value to its service since the increase. What happened Ms H’s c... (3 pages)View decision -
Decision Reference DRN-5935474
5 Dec 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5935474 The complaint Mr L complains about the way Aioi Nissay Dowa Insurance UK Limited (Aioi) handled a claim on his motor insurance policy following a collision abroad. What happened The circumstances of this case are well known to each party, but in summary Mr L was involved in ... (3 pages)View decision -
Decision Reference DRN-5950650
5 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5950650 The complaint Mr E complains about the service he received from Santander UK Plc (“Santander”) when making an international transfer. In particular, Mr E is unhappy he opened an account on the basis he would not incur a charge on international transfers and was given incorre... (3 pages)View decision -
Decision Reference DRN-6000868
5 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6000868 The complaint Mr D and Mrs D B, as trustees of the D B Trust, complain that Legal and General Assurance Society Limited declined to pay a critical illness claim, saying a policy exclusion applied. What happened The background to this complaint is well known to the parties, ... (3 pages)View decision -
Decision Reference DRN-5997528
5 Dec 2025 ReAssure Limited UpheldInsuranceDRN-5997528 The complaint Mr C complains about how ReAssure Limited (ReAssure) sold him and later administered a reviewable whole of life policy (RWOL). What happened Mr C took out a RWOL policy in July 1992 with a firm that has since been acquired by ReAssure, as has the policy provid... (5 pages)View decision -
Decision Reference DRN-5897030
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5897030 The complaint Mr K complains about the service received from Barclays Bank UK PLC (“Barclays”) when trying to locate a historical account that he believed he held with it. Mr K doesn’t believe Barclays have done enough in its efforts to locate the account. Mr K wants Barclay... (3 pages)View decision -
Decision Reference DRN-5767022
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5767022 The complaint Mr E and Mrs 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... (11 pages)View decision -
Decision Reference DRN-6000808
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6000808 The complaint Mr and Mrs B’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)... (11 pages)View decision