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-5845500
15 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5845500 The complaint Mr J complains Ageas Insurance Limited (Ageas) caused damage to his car when it attended a roadside assistance call out and undertook temporary repairs. Ageas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of ... (3 pages)View decision -
Decision Reference DRN-5883152
15 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5883152 The complaint Mrs F is unhappy Nationwide Building Society (‘Nationwide’) blocked her accounts. What happened Mrs F had a current and several savings accounts with Nationwide. In March 2024, Nationwide initiated a review of Mrs F’s accounts and removed her access to them, i... (5 pages)View decision -
Decision Reference DRN-5880874
15 Oct 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5880874 The complaint Mr L complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (‘Reevo’) unfairly defaulted his personal loan account during a payment arrangement. Mr L would like the default removing from his credit file. What happened Mr L received a default noti... (4 pages)View decision -
Decision Reference DRN-5715700
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5715700 The complaint Mr H has complained that Intact Insurance UK Limited trading as RSA (RSA) unfairly declined part of a claim under his home insurance policy. What happened Mr H made a claim for storm damage to his garden wall and garden furniture. RSA arranged for a surveyor t... (3 pages)View decision -
Decision Reference DRN-5683648
15 Oct 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5683648 The complaint Mr R complains that HSBC UK Bank Plc unfairly recorded negative information on his credit file in relation to a personal loan. What happened Mr R says around February 2025 he called HSBC to set up a direct debit for his loan. He explained he was sent a form to... (2 pages)View decision -
Decision Reference DRN-5776633
15 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5776633 The complaint Mr D complains that Barclays Bank UK PLC delayed in carrying out money transfers. What happened Mr D wrote several letters to Barclays, starting on 22 January 2025, requesting that it transfer £3,000 to his letting agent. This was to pay for repairs to his prop... (3 pages)View decision -
Decision Reference DRN-5828182
15 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5828182 The complaint Mr P complains that PayPal UK Ltd failed to recover the cost of a faulty laptop. What happened In September 2023 Mr P purchased a laptop direct from the manufacturer, which I will call D. In September 2024 he contacted D as he was encountering some problems wit... (2 pages)View decision -
Decision Reference DRN-5595761
15 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5595761 The complaint Mr R complains about the car he acquired from BMW FINANCIAL SERVICES (GB) LIMITED (“BMWFS”) as it was not supplied with a feature he had requested. What happened Mr R discussed ordering a new car via a dealership from BMWFS in 2021. He placed an order in Novemb... (2 pages)View decision -
Decision Reference DRN-5882583
15 Oct 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5882583 The complaint Mr S has complained about AA Underwriting Insurance Company Limited’s (AAUW) decision not to pursue recovery of its outlay on a claim for damage to his car which he made under his car insurance policy. And about the way it handled the matter. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5697824
15 Oct 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5697824 The complaint Mr A has complained about the advice he received from Quilter Financial Services Limited (‘Quilter’) to transfer a defined-benefit (‘DB’) occupational pension to a personal pension. Mr A has also complained that he didn’t receive the annual reviews that he was ... (4 pages)View decision