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 369228 results
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Decision Reference DRN-4995639
18 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4995639 The complaint H is a limited company and Mr A is a director of it. He complains on H’s behalf, disagreeing with Nationwide Building Society’s decision to not reimburse losses to a scam. What happened Mr A says he was told about an investment opportunity by a friend in June 2... (2 pages)View decision -
Decision Reference DRN-5335469
18 Mar 2025 more 2 life Ltd UpheldMortgagesDRN-5335469 The complaint Mr and Mrs H complain that more 2 life Ltd withdrew an offer for a lifetime mortgage and re-issued it at a much higher interest rate. They say that this means they’ll pay up to £400,000 extra interest over the term if they take a mortgage at rates available now... (24 pages)View decision -
Decision Reference DRN-5406561
18 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5406561 The complaint Mrs A complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complai... (8 pages)View decision -
Decision Reference DRN-5294200
18 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5294200 The complaint Mr O has complained about the quality of repairs carried out on his damaged phone by his mobile phone insurer, Assurant General Insurance Limited (‘Assurant’). He is also unhappy with issues he is still having when trying to use its online system. What happene... (4 pages)View decision -
Decision Reference DRN-5255270
18 Mar 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5255270 The complaint Mr S complains about the service he received from BUPA Insurance Limited (‘Bupa’) in respect of his International Health and Hospital policy, and a claim decision it made. What happened Mr S was the lead policyholder of his International Health and Hospital po... (5 pages)View decision -
Decision Reference DRN-5355345
18 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5355345 The complaint Mr M complains about the level of service he received from Capital One (Europe) plc. What happened Across September and October 2024, Mr M encountered some issues with Capital One. In summary, Mr M was unhappy he was provided wrong information; that a call was... (2 pages)View decision -
Decision Reference DRN-5336506
18 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5336506 The complaint Mr E has complained about the sale of his personal pension with ReAssure Limited (‘ReAssure’). He says he was misled about the value of benefits he could expect to receive from the pension, which is now projected to be significantly less than what he was expect... (3 pages)View decision -
Decision Reference DRN-5404597
18 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5404597 The complaint Mr R complains about the surrender value of his life assurance policy held with The Royal London Mutual Insurance Society Limited as he feels it should be higher, due to the number of years the policy has been in place. What happened In 1975 Mr R took out two i... (7 pages)View decision -
Decision Reference DRN-5361260
18 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5361260 The complaint Mr S has complained about how HSBC UK Bank Plc dealt with a claim in relation to goods and services he’d part paid for on his credit card. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything aga... (7 pages)View decision -
Decision Reference DRN-5213727
18 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5213727 The complaint Mrs B complains that Black Horse Limited has acted unfairly in respect of an electric car she acquired via a hire purchase agreement with it. What happened In 2017 Mrs B entered into a reservation agreement for an electric car with the manufacturer and paid £10... (3 pages)View decision
