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 123745 results
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Decision Reference DRN-5638138
20 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5638138 The complaint Mr C has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr C says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (31 pages)View decision -
Decision Reference DRN-5610331
20 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5610331 The complaint Mrs U complains about Metro Bank PLC. She says that she has fallen victim to a scam and would like Metro to refund her the money she has lost as a result. What happened Mrs U unfortunately fell victim to a job scam - she was contacted by an individual claimin... (4 pages)View decision -
Decision Reference DRN-5486869
20 Jun 2025 Wakam UpheldInsuranceDRN-5486869 The complaint Mrs M and Mrs M complain Wakam has unfairly declined a claim they’ve made on their buildings insurance policy following the failure of the septic tank at their property. What happened Wakam is the underwriter of this policy, i.e. it’s the insurer. Part of this ... (3 pages)View decision -
Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5614386
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5614386 The complaint Mrs J is a sole trader trading as J. She complains HCC International Insurance Company Plc turned down a claim she made on its business interruption insurance policy. What happened Mrs J owns a property which comprises three units. Two are used as holiday lets... (4 pages)View decision -
Decision Reference DRN-5613604
20 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5613604 The complaint Mr B has complained about Haven Insurance Company Limited’s decision to reject a claim he made under his car insurance policy. Mr B is also unhappy with the service he received from Haven, that it failed to manage his expectations and with the condition his car... (4 pages)View decision -
Decision Reference DRN-5537746
20 Jun 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5537746 The complaint Mr H complains that Shop Direct Finance Company Limited trading as very (“Very”) incorrectly charged him on his catalogue shopping account for two laptops. He says this has caused intense and significant emotional distress. What happened Mr H has a catalogue sh... (3 pages)View decision -
Decision Reference DRN-5633690
20 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5633690 The complaint Mr P complains because AXA PPP Healthcare Limited (‘AXA’) hasn’t paid a claim for lost belongings under his travel insurance policy. What happened Mr P is insured under a travel insurance policy provided by AXA. While travelling abroad, Mr P lost a pair of gla... (4 pages)View decision -
Decision Reference DRN-5625369
20 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5625369 The complaint Mrs L complains that when settling a claim on her motor insurance policy One Insurance Limited (OIL) unfairly deducted the policy excess sum and storage charges. She also complained that it did not refund the cost of an extended warranty. Mrs L’s partner, Mr B,... (5 pages)View decision -
Decision Reference DRN-5200086
20 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200086 The complaint Mr and Mrs C are unhappy with Lloyds Bank PLC’s (‘Lloyds’) handling of their request to cancel a continuous payment authority. What happened In late 2023, Mr and Mrs C said they were tricked into signing up to a continuous payment authority (‘CPA’). They said t... (2 pages)View decision
