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 391431 results
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Decision Reference DRN-5911779
30 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5911779 The complaint Ms D complains that Nationwide Building Society failed to recover money she had paid to a fraudulent company. What happened On 27 December 2024 Ms D ordered goods online at a cost of £740.12 using her debit card. Nationwide’s automated systems picked up the pay... (3 pages)View decision -
Decision Reference DRN-5904829
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904829 The complaint Mr M complains because Legal and General Assurance Society Limited (L&G) declined a claim under and voided his critical illness insurance policy. What happened Mr M took out a critical illness insurance policy, provided by L&G, in August 2019. Unfortuna... (3 pages)View decision -
Decision Reference DRN-5703370
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5703370 The complaint Miss H complains HSBC UK Bank Plc acted unfairly when it registered a default on her credit file and when it refused to remove the default even though she’s repaid the debt in full. What happened Miss H had a student account with HSBC with an arranged overdraft... (3 pages)View decision -
Decision Reference DRN-5853686
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5853686 The complaint Miss H complains about a car supplied under a hire purchase agreement, provided by Zopa Bank Limited. What happened Around April 2024 Miss H acquired a used car under a hire purchase agreement with Zopa. The car is listed with a cash price of £4,973, was aroun... (3 pages)View decision -
Decision Reference DRN-5904868
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904868 The complaint Mrs M complains about how Legal and General Assurance Society Limited (L&G) dealt with her cover under a joint life insurance policy. What happened In October 2024, L&G wrote to Mrs M and said it was cancelling her joint life insurance policy. However, ... (2 pages)View decision -
Decision Reference DRN-5904897
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904897 The complaint Mr and Mrs M complain because Legal and General Assurance Society Limited (L&G) cancelled their joint life insurance policy. What happened Mr and Mrs M took out a joint life insurance policy with L&G in July 2008. In 2024, L&G cancelled the policy a... (2 pages)View decision -
Decision Reference DRN-5912864
30 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5912864 The complaint Mr R has complained his insurer, Ageas Insurance Limited, didn’t pay a fair settlement for his car under his motor insurance policy after it was stolen. What happened Mr R’s car was stolen. His motor insurer, Ageas, said the market value of his car was about £1... (5 pages)View decision -
Decision Reference DRN-5915417
30 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5915417 The complaint Mr I complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr I has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr I himself where I also mean the representative. What happened... (6 pages)View decision -
Decision Reference DRN-5905911
30 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5905911 The complaint Mr S’ complaint is about a mortgage he has with Santander UK Plc. He considers that Santander mishandled his account and didn’t provide appropriate support to him when he was in financial difficulties, which resulted in serious financial and personal hardship. ... (3 pages)View decision -
Decision Reference DRN-5818020
29 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5818020 The complaint Miss D complains that Vanquis Bank Limited lent to her irresponsibly. What happened In August 2024 Miss D applied for a credit card account with Vanquis. The application was approved, and Miss D was given a card with an initial credit limit of £1200. Miss D co... (2 pages)View decision