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 391431 results
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Decision Reference DRN-5926177
19 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5926177 The complaint Ms T has complained that Vitality Life Limited (‘Vitality’) requested bank statements and information unnecessarily, delaying benefit payments. She has also complained about mistakes made in her benefit payments and not automatically paying compensation offered... (4 pages)View decision -
Decision Reference DRN-5621601
19 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5621601 The complaint Ms S complains that Phoenix Life Limited (Phoenix) states the retirement age of her Personal Pension Plans (PPP) is later than what she arranged, meaning charges will be applied if she takes benefits now or transfers the plan. She wants the original retirement ... (3 pages)View decision -
Decision Reference DRN-5858694
19 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5858694 The complaint Mr R complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to an investment scam. Also, he is dissatisfied with the service he received when he complained. Mr R is represented but I’ll refer to him as it’s his complaint. What ... (6 pages)View decision -
Decision Reference DRN-5942997
19 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5942997 The complaint Mr L complains about how Bank of Scotland plc trading as Halifax has managed his mortgage. Mr L is in substantial arrears, and he has told us he now faces legal action from Halifax to repossess his home. What happened Our service has previously sent Mr L a deci... (4 pages)View decision -
Decision Reference DRN-5824961
19 Nov 2025 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-5824961 The complaint The estate of Mrs H complains that Aviva Life & Pensions Limited mis-sold her an equity release mortgage on the basis that she was able to take further drawdowns she didn’t need and affected her ability to apply for support for homecare in later life. What ... (2 pages)View decision -
Decision Reference DRN-5926947
19 Nov 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5926947 The complaint A limited company ‘H’ complains that PayrNet Limited are holding them liable for what they say were unauthorised payments. Mr H is H’s director and is bringing the complaint on their behalf. For ease of reading, I’ll mostly just refer to Mr H where I mean his ... (2 pages)View decision -
Decision Reference DRN-5714830
19 Nov 2025 AWP P&C S.A. Not upheldInsuranceDRN-5714830 The complaint Mr P complains that AWP P&C S.A. declined a claim he made on his bicycle insurance policy. Reference to AWP includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: •... (4 pages)View decision -
Decision Reference DRN-5940805
19 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5940805 The complaint Mr and Mrs S have complained that Lloyds Bank PLC (“Lloyds”) mis-sold them fee-paying Platinum and Premier packaged accounts. Mr and Mrs S say they were told that if the wanted to get a loan they would need to take out a packaged account. Account history • Joi... (3 pages)View decision -
Decision Reference DRN-5904827
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5904827 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) d... (14 pages)View decision -
Decision Reference DRN-5830320
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830320 The complaint Miss S says National Westminster Bank Public Limited Company (“NatWest”) refuses to refund her for transactions she says shouldn’t have been debited from her account. What happened Miss S has not been very clear about what happened, but from what I understand, ... (3 pages)View decision