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 380824 results
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Decision Reference DRN-5739701
20 Oct 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5739701 The complaint Mr F has complained about his commercial motor insurer Haven Insurance Company Limited regarding earnings he lost whilst his taxi was repaired. What happened Mr F made a claim to Haven for a damaged windscreen. Whilst Haven’s agent was working on the windscree... (2 pages)View decision -
Decision Reference DRN-5778109
20 Oct 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5778109 The complaint Mr M, who is represented by his father, complains National Savings and Investments won’t let his father continue to manage his premium bonds or close his account without medical evidence. What happened Mr M has £50,000’s worth of premium bonds with NS&I. Mr... (2 pages)View decision -
Decision Reference DRN-5890291
20 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5890291 The complaint Mr S has complained that Vitality Health Limited has declined his claim and provided poor service. What happened The background to this complaint is well known to the parties. In summary Mr S had a personal private medical insurance policy with Vitality from 23... (3 pages)View decision -
Decision Reference DRN-5855403
20 Oct 2025 Harvey & Thompson Limited Not upheldConsumer CreditDRN-5855403 The complaint Ms S is complaining that Harvey & Thompson Limited trading as H&T Pawnbrokers (H&T) sold her pawned items at auction. What happened In February 2023, Ms S pawned several items of jewellery under two agreements with H&T. Both were six-month agree... (3 pages)View decision -
Decision Reference DRN-5748152
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5748152 The complaint M, a limited company, has complained that HSBC UK Bank Plc won’t refund all the money it lost in a scam. Mr O, as director of M, is representing the company. What happened In late 2024, a scammer intercepted emails between M and its overseas supplier. The scamm... (3 pages)View decision -
Decision Reference DRN-5844045
20 Oct 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5844045 The complaint Mr M complains about Trading 212 UK Limited (T212). He says it should merge his investment instruments for him and by not doing so it is not making a reasonable adjustment to the service he signed up for. What happened Mr M has a trading account with T212 and ... (4 pages)View decision -
Decision Reference DRN-5523092
20 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523092 The complaint Mr M has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2024 Mr M got in touch with Halifax as he’d found there was a CIFAS marker on his record and asked t... (2 pages)View decision -
Decision Reference DRN-5842424
20 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5842424 The complaint Mr and Mrs H complain that Aviva Insurance Limited declined their claim against a travel insurance policy. Reference to Aviva includes its agents. What happened Mr and Mrs H have travel insurance cover as a benefit of a current account. They purchased the ‘Ext... (3 pages)View decision -
Decision Reference DRN-5700368
20 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5700368 The complaint Mr R complained that U K Insurance Limited (“UKI”) damaged the headliner on his car when replacing the windscreen, under his motor insurance policy. All references to UKI include its contractors and agents. What happened Mr R contacted UKI on 19 June 2024 to ar... (2 pages)View decision -
Decision Reference DRN-5893084
20 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5893084 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by N.I.I.B. Group Limited trading as Northridge Finance (Northridge). What happened Around September 2024 Mr W acquired a used car under a hire purchase agreement with Northridge. Th... (5 pages)View decision
