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 400694 results
-
Decision Reference DRN-6259611
2 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6259611 Complaint Miss S has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says the credit card was unaffordable given her circumstances at the time and so it shouldn’t have been provided to her. Background Capital One provided Miss S... (3 pages)View decision -
Decision Reference DRN-6147344
2 Apr 2026 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-6147344 The complaint Miss E complains that her key cover insurer, Financial & Legal Insurance Company Ltd, unfairly turned down a claim she made on her policy. What happened In August 2025, Miss E made a claim on her key cover policy after the key blade for her car became deta... (2 pages)View decision -
Decision Reference DRN-5938149
2 Apr 2026 Antares Insurance Company Limited Not upheldInsuranceDRN-5938149 The complaint Mr H is unhappy with what Antares Insurance Company Limited did after he made a claim on his pet insurance policy. What happened In June 2025 Mr H claimed on his policy for the cost of treatment his cat had received for a cracked tooth. Antares turned down the ... (2 pages)View decision -
Decision Reference DRN-6221142
2 Apr 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-6221142 The complaint Mr D is unhappy due to Scottish Widows Limited (SW) making the decision not to transfer his pension funds to his overseas bank account as he’d requested. In addition, he’d asked SW to allocate and pay approximately £700 from his pension fund to clear an overdra... (4 pages)View decision -
Decision Reference DRN-6259379
2 Apr 2026 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-6259379 The complaint Mr W has complained about the way Phoenix Life Limited, trading as Standard Life, handled his application for an Active Money Personal Pension (AMPP). There are three key elements to Mr W’s complaint as follows: 1. Standard Life required him to verify his ident... (7 pages)View decision -
Decision Reference DRN-6062981
2 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6062981 The complaint Mr and Mrs T complain that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs T hold a joint account with HSBC from which the payments in this case were made. In early 2022 Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5925045
2 Apr 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5925045 The complaint Mr G and Mrs T are unhappy with what Intact Insurance UK Limited did after they made a claim on their pet insurance policy. Although the policy is in joint names as the claim and complaint were made by Mr G I’ll mainly refer to him in this decision. What happen... (2 pages)View decision -
Decision Reference DRN-5996589
2 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5996589 The complaint Ms S has complained that Nationwide Building Society “NBS” declined her claim for money back in relation to a fee she paid to a property agent using her credit card. What happened All parties are familiar with the facts of this case so I will only set out a su... (4 pages)View decision -
Decision Reference DRN-6265713
2 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6265713 The complaint Mrs J complains that Aviva Insurance Limited have declined her claim relating to subsidence damage to her property. What happened Mrs J had household buildings cover for her property with Aviva. In October 2022 she submitted a claim for subsidence damage to her... (4 pages)View decision -
Decision Reference DRN-6166803
2 Apr 2026 EE Limited Not upheldConsumer CreditDRN-6166803 The complaint Mr V says EE Limited promised to discount his mobile phone device plan by £15 a month and hasn’t honoured this offer. What happened Mr V agreed to upgrade his mobile phone in December 2024 with EE. He took out EE’s Flex Pay agreement, a type of consumer credit ... (3 pages)View decision