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-5621224
5 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5621224 The complaint Mr and Mrs B complain about the way THE CO-OPERATIVE BANK P.L.C. treated their request for a mortgage redemption statement. What happened Mr and Mrs B had a mortgage with the Co-op bank. In mid-2024 they were moving home and looking to redeem their mortgage wit... (3 pages)View decision -
Decision Reference DRN-5639425
5 Nov 2025 True Potential Wealth Management LLP Not upheldInvestmentsDRN-5639425 The complaint Mrs P and Mrs S as trustees of the S Trust complain about True Potential Wealth Management LLP (TPWM). The trustees said TPWM should have provided them with advice about capital gains tax before they gave an instruction to withdraw the investment and create a t... (3 pages)View decision -
Decision Reference DRN-5794743
5 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5794743 The complaint Mr A has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under his home insurance policy. What happened Mr A contacted Accredited to make a claim for storm damage. Accredited assessed the claim and declined it. It sai... (3 pages)View decision -
Decision Reference DRN-5732991
5 Nov 2025 Wakam Not upheldInsuranceDRN-5732991 The complaint Miss L complains about the price Wakam charged for her pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • In 2020, Miss L took out a pet insurance policy for her dog, underwritten by Wakam. It was sol... (2 pages)View decision -
Decision Reference DRN-5871764
5 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5871764 The complaint Mr M complains about how Phoenix Life Limited trading as Standard Life (“Standard Life”) has administered his pension savings. In particular he complains about delays in the application of a one-off contribution, an unexplained fall in the value of his pension ... (4 pages)View decision -
Decision Reference DRN-5930349
5 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5930349 The complaint Mr P has complained about Zopa Bank Limited holding him liable for a debt which he says was taken out fraudulently in his name. What happened In summary, in August 2024, two loans were taken out in Mr P’s name. One of them was this Zopa loan, for £18,000. The m... (5 pages)View decision -
Decision Reference DRN-5771707
5 Nov 2025 UWI Limited Not upheldInsuranceDRN-5771707 The complaint Mr A has complained about the service provided by UWI Limited (‘UWI’) under his boiler and home insurance policy. For the avoidance of doubt, the term ‘UWI’ includes UWI’s agents and contractors for the purpose of this decision. What happened Mr A experienced b... (4 pages)View decision -
Decision Reference DRN-5735495
5 Nov 2025 HDI Global Specialty SE UpheldInsuranceDRN-5735495 The complaint A company, which I’ll refer to as W, complains that HDI Global Specialty SE cancelled its business protection insurance policy. Mr F, who is a director of W, brings the complaint on W’s behalf. What happened W is a firm of chartered surveyors. Mr F, who’s the s... (2 pages)View decision -
Decision Reference DRN-5927995
5 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5927995 The complaint Miss M complains that Nationwide Building Society (Nationwide) lent to her irresponsibly. What happened Miss M had three overdrafts with Nationwide, and she complained that each was given to her without the appropriate checks being completed. One of these acc... (5 pages)View decision -
Decision Reference DRN-5862913
5 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5862913 The complaint Mr D complains Metro Bank PLC denied his Direct Debit indemnity (DDI) claim for a single Direct Debit (DD) payment to an energy company. What happened Mr D explained he had a regular DD set up with his energy supplier for £100 per month. Mr D said his energy co... (2 pages)View decision