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 123872 results
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Decision Reference DRN-5742503
7 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5742503 The complaint Mr R (1), Mrs R and Mr R (2) complain about the handling of their property insurance claim by The National Farmers' Union Mutual Insurance Society Limited (‘The NFU’). Much of their dissatisfaction concerns the actions of The NFU’s appointed agents. As The... (4 pages)View decision -
Decision Reference DRN-5521396
7 Aug 2025 Forsakringsaktiebolaget Agria (publ) UpheldInsuranceDRN-5521396 The complaint Mr C’s complaint is about a claim he made on his Forsakringsaktiebolaget Agria (publ) (‘Agria’) pet insurance policy, which Agria declined. Mr C says Agria treated him unfairly. What happened The breeder that Mr C purchased his pet from took pet insurance cover... (2 pages)View decision -
Decision Reference DRN-5450552
7 Aug 2025 Gain Credit LLC UpheldConsumer CreditDRN-5450552 The complaint Miss P says Gain Credit LLC trading as Lending Stream provided her with three loans that were unaffordable for her. What happened Lending Stream provided Miss P with three loans as follows: Loan number Loan amount Agreement dateLoan term (days) Repayment amou... (5 pages)View decision -
Decision Reference DRN-5700930
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5700930 The complaint Ms C complains that an issue with her HSBC UK Bank Plc app caused her to remove money from her ISA. She also complains about the general support and service she received. What happened Ms C has said that, following advice during a meeting with HSBC relationship... (3 pages)View decision -
Decision Reference DRN-5739720
7 Aug 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5739720 The complaint Mr H complains that a car supplied to him by Volvo Car Financial Services UK Limited (Volvo) under a conditional sale agreement was of unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr H’s complaint. I’ve ... (6 pages)View decision -
Decision Reference DRN-5742218
7 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5742218 The complaint Mr L complains that Bank of Scotland plc went back on an offer to settle a claim made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank trades in this case under its Halifax brand. What happened In October 2021 Mr L’s catalytic converter... (3 pages)View decision -
Decision Reference DRN-5742287
7 Aug 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5742287 The complaint Mrs M complains Legal and General Assurance Society Limited (‘L&G’) caused delays and errors in relation to her enhanced joint life annuity, leading to financial loss, distress and inconvenience. Mrs M suggests her husband should also be added as a complai... (8 pages)View decision -
Decision Reference DRN-5495252
7 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5495252 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under his pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events here. M... (4 pages)View decision -
Decision Reference DRN-5247823
7 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5247823 The complaint Ms B complains about the way Monzo Bank Ltd Plc have treated her in respect of her financial difficulties. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (4 pages)View decision -
Decision Reference DRN-5700808
7 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5700808 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) didn’t provide the amount of cashback he was expecting from a promotional offer. What happened Mr S signed up for an AmEx cashback offer which was advertised as providing 20% cashback up to ... (3 pages)View decision
