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-5697840
19 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5697840 The complaint Mr T complains that the charges investments were too high. What happened Mr T holds pension savings with Aegon. Originally those pension savings were held across two pension plans, but recently one of the pension plans has been transferred to another provider. ... (3 pages)View decision -
Decision Reference DRN-5951264
19 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5951264 The complaint Mrs D has complained about INTACT INSURANCE UK LIMITED trading as RSA Insurance. She isn’t happy about the way it dealt with a claim under her home insurance policy that it eventually declined. Mrs D’s representative has brought this complaint on her behalf but... (3 pages)View decision -
Decision Reference DRN-5846895
19 Nov 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5846895 The complaint Mr G complains about how Cynergy Bank Plc dealt with an Individual Savings Account (ISA) transfer. What happened Mr G says he opened a new Cynergy ISA on 24 August 2024 and asked it to transfer in his existing ISA from a business I will call “S”. He says the tr... (2 pages)View decision -
Decision Reference DRN-5948521
19 Nov 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5948521 The complaint Mr S’s complaint is, in essence, that Tandem Personal Loans Ltd 1 (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) dec... (14 pages)View decision -
Decision Reference DRN-5961542
19 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5961542 The complaint Mr D complains about the actions and service provided by Nationwide Building Society when it stopped a payment he wanted to make whilst he was overseas and blocked his account. To put things right, Mr D wants more compensation than Nationwide has offered. Wha... (3 pages)View decision -
Decision Reference DRN-5945900
19 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5945900 The complaint Miss A complains that Loans 2 Go Limited trading as “Loans 2 Go” lent to her irresponsibly. What happened Loans 2 Go provided Miss A with a personal loan for £1,000 in June 2022 with a total amount payable of £3,700.32 over a term of 18 months. I understand th... (5 pages)View decision -
Decision Reference DRN-5953202
19 Nov 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5953202 The complaint Ms N complains that Phoenix Life Limited trading as Standard Life (Standard Life) removed her pension from the lifestyling strategy she’d chosen without her permission. She feels this led to her pension fund being invested in higher risk funds, leading to a fin... (7 pages)View decision -
Decision Reference DRN-5961253
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5961253 The complaint Mrs H says that Mitsubushi HC Capital UK PLC, trading as Novuna Personal Finance, unfairly declined claims she made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In August 2012, Mrs H together with her husband, purchased a timeshare m... (3 pages)View decision -
Decision Reference DRN-5756912
19 Nov 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5756912 The complaint Mrs T, who is represented by a third party, complains that Startline Motor Finance Limited (‘Startline’) was irresponsible in its lending. She wants all the interest, fees and charges she paid under her hire purchase agreement refunded along with 8% simple inte... (3 pages)View decision -
Decision Reference DRN-5763331
19 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5763331 The complaint Mrs G complains that Covea Insurance plc (Covea) unfairly declined her claim and avoided her policy for a misrepresentation they say she made on her pet insurance policy. Reference to Covea includes its agents. What happened The detailed background to this co... (4 pages)View decision