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 375868 results
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Decision Reference DRN-5670700
2 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5670700 The complaint Mr D complains U K Insurance Limited (UKI) unfairly stopped offering him motor insurance cover. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As UKI have accepted it is accountable fo... (2 pages)View decision -
Decision Reference DRN-5674035
2 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5674035 The complaint Mr T’s representative has complained, on his behalf, about the advice Mr T received from Citrus Financial (an appointed representative of Quilter Financial Services) when it recommended he transfer two defined benefit pension plans to a personal pension arrange... (13 pages)View decision -
Decision Reference DRN-5648386
2 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5648386 The complaint Mr M complains about the decision by Acromas Insurance Company Limited to turn down his contents insurance claim. What happened Mr M holds contents insurance cover with Acromas. He made an accidental damage claim after his cooker was damaged. Acromas turned do... (3 pages)View decision -
Decision Reference DRN-5727433
2 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5727433 The complaint Mr D complains that UK Insurance Limited (UKI) – trading as NatWest Insurance – declined a claim on his home insurance. Mr D is represented in this complaint by a third party, Mr L, but for simplicity, I’ll refer mainly to Mr D in my decision. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5409857
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409857 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him a credit card. What happened In April 2024 Mr C applied for a credit card with Lloyds. The application was accepted and he was provided with a credit limit of £2,500. The limit was never inc... (3 pages)View decision -
Decision Reference DRN-5739847
2 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5739847 The complaint Mr J is unhappy with Unum Limited’s decision to decline his critical illness claim. What happened Mr J was diagnosed with lung cancer in December 2024 and claimed on his group critical illness policy. Mr J said he suffers with sickle cell anaemia and has a hist... (2 pages)View decision -
Decision Reference DRN-5752144
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5752144 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) gave him incorrect advice about a lounge access benefit associated with his credit card. What happened Mr G holds a Preferred Rewards Gold Credit Card with AESEL. In March 2025 Mr G contacte... (2 pages)View decision -
Decision Reference DRN-5757926
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5757926 The complaint Mr T is unhappy with a call note recorded by American Express Services Europe Limited (“AmEx”) and with other aspects of the service that he’s received. What happened Mr T called AmEx and explained that the chip in his AmEx credit card had fallen out, possibly ... (3 pages)View decision -
Decision Reference DRN-5748439
2 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5748439 The complaint Mr A is unhappy with the car supplied under the hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera). When I refer to what Mr A and Alphera have said or did, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-5551060
2 Sep 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5551060 The complaint Miss C complains that Lendable Ltd trading as Zable lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss C applied for a Zable credit card in February 2023. In her application, Miss C said she was em... (3 pages)View decision
