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 380824 results
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Decision Reference DRN-5364332
18 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5364332 The complaint Mrs B complains that ReAssure Limited have unfairly declined a claim on her critical illness policy. What happened Mrs B holds a life and critical illness policy with ReAssure. As part of the policy, Mrs B is covered for permanent disability (TPD). Due to her h... (3 pages)View decision -
Decision Reference DRN-5586829
18 Jun 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5586829 The complaint Mr H has complained that Trading 212 UK Ltd (‘T212’) illegally limited access to his contracts for difference (‘CFD’) trading account which prevented him from trading. Mr H had updated his financial details to prevent this from happening, and so he says T212 ca... (5 pages)View decision -
Decision Reference DRN-5598946
18 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5598946 The complaint Mr K complains he was kept waiting in the queue in his local The Co-operative Bank Plc (Co-op) branch, which was difficult due to his physical limitations. What happened In early March 2025, Mr K had to visit his local branch. He said, while there, he had to wa... (2 pages)View decision -
Decision Reference DRN-5497325
18 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5497325 The complaint Ms H has complained that Zurich Insurance Company Ltd partly declined a claim she made on a single trip travel insurance policy. Ms H has been represented by a family member in making this complaint. However, for ease, I will just be referring to Ms H in this ... (3 pages)View decision -
Decision Reference DRN-5492526
18 Jun 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5492526 The complaint Miss C complains about how Tradex Insurance Company PLC (‘Tradex’) handled a claim made on her car insurance policy. What happened Miss C contacted her insurance broker in August 2024 to report damage to her car. She followed this up a month later with Tradex,... (4 pages)View decision -
Decision Reference DRN-5483741
18 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5483741 The complaint Mrs A complained that U K Insurance Limited (“UKI”) unfairly declined to cover her full loss after a theft from her garage, under her home contents insurance policy. Mrs A is represented by Mr A. I’ll refer to Mrs A in my decision for ease. What happened In Sep... (2 pages)View decision -
Decision Reference DRN-5360477
18 Jun 2025 Moneyplus Group Limited Not upheldConsumer CreditDRN-5360477 The complaint Mr S complains that MoneyPlus Group Limited (MPGL) have poorly managed his debt management plan (DMP) since they took it over, causing him to have late payment markers reported to his credit file. What happened Mr S has had a debt management plan for several ye... (4 pages)View decision -
Decision Reference DRN-5633370
18 Jun 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5633370 The complaint Mr O complains that HSBC UK Bank Plc registered a default on his credit file without notification, following the closure of his accounts. What happened Mr O says that HSBC suspended his current account without explanation in May 2023. He says that, despite ove... (3 pages)View decision -
Decision Reference DRN-4941078
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4941078 The complaint Mrs T complains that Nationwide Building Society won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Mrs T is represented, but for ease of reading I will refer to Mrs T... (3 pages)View decision -
Decision Reference DRN-5522973
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5522973 The complaint Mr R complains that he had no response from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when he tried contacting the bank as his existing mortgage product was coming to an end. What happened Mr R has a repayment mortgage with NatWest since 2018. The balanc... (3 pages)View decision
