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 123656 results
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Decision Reference DRN-5276303
4 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5276303 The complaint Ms C has complained about a revolving credit account she took out with PayPal (Europe) S.Ã r.l et Cie, S.C.A. in 2022. She’s said the lending was unaffordable and irresponsible. What happened Ms C took out this credit account in April 2022. The credit limit was... (4 pages)View decision -
Decision Reference DRN-5365418
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5365418 The complaint Miss B complains that Nationwide Building Society hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. In bringing her complaint, Miss B has used the services of a professional representative. Within this decis... (7 pages)View decision -
Decision Reference DRN-5193788
4 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5193788 The complaint Mrs L and Mr M complain Santander UK Plc unfairly closed their account and withheld funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Although this is a joint account, I will mai... (5 pages)View decision -
Decision Reference DRN-5665012
4 Jul 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5665012 The complaint Mr M complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to efficiently manage a request that he made for the transfer of some pension savings he held with another firm. What happened I issued a provisional decision on this complaint in May ... (5 pages)View decision -
Decision Reference DRN-5655555
4 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5655555 The complaint Mr C complains about how Domestic & General Insurance Plc dealt with his claim under his ‘Sky Protect Device’ insurance policy. What happened Mr C has a Sky Protect insurance policy, insured by D&G. Around May 2024 he reported a fault with his 2 terabyt... (6 pages)View decision -
Decision Reference DRN-5666188
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5666188 The complaint Mr and Mrs S complain about Astrenska Insurance Limited’s handling of their travel insurance claim. What happened Mr and Mrs S hold an annual travel insurance policy with Astrenska. They were due to travel abroad on 26 October 2024. However, Mr S’s brother-in ... (4 pages)View decision -
Decision Reference DRN-5584656
4 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5584656 The complaint Mr M complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also resulted in a fin... (4 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-5627005
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5627005 The complaint Mr P has complained Nationwide Building Society won’t refund two transactions he says he didn’t authorise. What happened In December 2024 Mr P contacted Nationwide to dispute two transactions on his account which he’d not made. These were payments to an individ... (2 pages)View decision -
Decision Reference DRN-5642154
4 Jul 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5642154 The complaint Mr T complains because CIGNA Life Insurance Company of Europe SA-NV (‘CIGNA’) retrospectively added an exclusion to his private medical insurance policy and declined his claim. What happened Mr T holds a private medical insurance policy, underwritten by CIGNA. ... (4 pages)View decision
