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-5803808
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5803808 The complaint Mr J and Ms W are unhappy that Accredited Insurance (Europe) Ltd (“AI”) unfairly voided their home insurance policy due to a misrepresentation by them. What happened Mr J and Ms W made a claim on their policy, so AI arranged for the claim to be reviewed and val... (4 pages)View decision -
Decision Reference DRN-5920004
3 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5920004 The complaint Mr and Mrs H said that Bank of Scotland plc trading as Halifax kept writing to them to tell them the interest rate on their mortgage was going down, but at the same time, asking them to pay more each month. They feared many bank customers would be paying too mu... (4 pages)View decision -
Decision Reference DRN-5922896
3 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5922896 The complaint Mr D complains that he wasn’t able to open an account with Zilch Technology Limited (Zilch) because his phone number had been associated with another account that he didn’t open. What happened Mr D says that he tried to open an account with Zilch but couldn’t c... (3 pages)View decision -
Decision Reference DRN-5922258
3 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5922258 The complaint Miss I argues J D Williams & Company Limited acted unfairly by agreeing a catalogue shopping account with a limit she couldn’t afford to repay. What happened In August 2023 J D Wiliiams gave Miss I a catalogue shopping account with a £500 limit. Miss I argu... (4 pages)View decision -
Decision Reference DRN-5577499
3 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5577499 The complaint Mr D complains about the handling of his buildings insurance claim by Society of Lloyd’s (‘SoL’). Any reference to SoL includes its agents and the insurer that underwrote the policy. What happened SoL provides buildings insurance cover for a multi-occupancy p... (4 pages)View decision -
Decision Reference DRN-5630794
3 Nov 2025 HARVEY WATER SOFTENERS LIMITED Not upheldConsumer CreditDRN-5630794 The complaint Mr K complaints that the water softener he acquired from Harvey Water Softeners Limited (HWS) became defective prematurely and began to leak. This caused significant damage to his kitchen. Mr K has brought this complaint through a representative, but for ease o... (3 pages)View decision -
Decision Reference DRN-5902006
3 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5902006 The complaint Mrs T complains about Vanquis Bank Limited’s handling of her Data Subject Access Request (DSAR) What happened In February 2025, Mrs T submitted a DSAR to Vanquis and then complained to us later the same month as it hadn’t provided her with the information reque... (2 pages)View decision -
Decision Reference DRN-5299942
3 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5299942 The complaint T and Mrs B complain that Hargreaves Lansdown Asset Management Limited (HLAM) delayed the transfer of investment funds into the beneficiary’s account and mishandled the process. What happened Two trust accounts were set up with a beneficial interest for two mi... (3 pages)View decision -
Decision Reference DRN-5883723
3 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5883723 The complaint Mr A and Ms B complain that Great Lakes Insurance UK Limited didn’t pay a claim under their travel insurance policy. What happened Mr A and Ms B bought a single trip travel insurance policy on 25 May 2025 to cover their family for a trip between 25 May and 1 J... (3 pages)View decision -
Decision Reference DRN-5583769
3 Nov 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5583769 The complaint Mr P complains IG Trading and Investments Limited trading as IG (‘IG’) allowed him to trade when it shouldn’t have and so caused him a financial loss. What happened Mr P had a number of accounts with IG including accounts for spreadbetting and trading contracts... (3 pages)View decision