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 401363 results
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Decision Reference DRN-5849163
15 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5849163 The complaint Mr B complains that AWP P&C S.A. have unfairly declined a claim on a motor warranty. What happened Mr B has a motor warranty with AWP. In February 2025, Mr B’s car developed a fault with its timing chain. Mr B claimed on his policy. AWP reviewed the claim b... (3 pages)View decision -
Decision Reference DRN-5980749
15 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5980749 The complaint Mr S has complained about how Domestic & General Insurance Plc (D&G) dealt with a request to cancel an appliance warranty. What happened Mr S phoned D&G to cancel his policy. He agreed to take out a new policy for his appliance. Mr S later complain... (2 pages)View decision -
Decision Reference DRN-5972088
15 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5972088 The complaint Mrs D complains that Santander UK Plc unfairly restricted her access to online and mobile banking. What happened In June this year, Mrs D discovered that her access to online banking had been restricted, so she could no longer view or transact on her account us... (2 pages)View decision -
Decision Reference DRN-6018112
15 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6018112 The complaint Mrs and Mr C complain that Inter Partner Assistance SA (IPA) declined their travel insurance claim, gave them poor service and mis-sold the policy to them. My references to IPA include its claims handling agent. As Mr C has taken the lead on the claim and compl... (4 pages)View decision -
Decision Reference DRN-5941901
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5941901 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-5325628
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325628 THE COMPLAINT Mr L complains that HSBC UK Bank Plc (trading as First Direct) will not reimburse him money he says he lost when he fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them aga... (4 pages)View decision -
Decision Reference DRN-5849134
15 Dec 2025 Suffolk Life Pensions Limited Not upheldPensions and AnnuitiesDRN-5849134 The complaint Mr L has complained about the accuracy and completeness of the information provided to him by Suffolk Life Pensions Limited trading as Curtis Banks Pensions (‘Curtis Banks’). Mr L states that the lack of a full transaction history including all trades executed... (5 pages)View decision -
Decision Reference DRN-6022841
15 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-6022841 The complaint Mrs M is unhappy with how British Gas Insurance Limited (British Gas) has dealt with a boiler issue on her home emergency policy during the annual boiler service. She’s also unhappy that British Gas hasn’t adequately provided the information requested and with ... (3 pages)View decision -
Decision Reference DRN-5957828
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5957828 The complaint Mr W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) lent to him irresponsibly when they provided him with a credit card. What happened In 2020, Mr W was provided with a credit card, with an initial credit limit of £4,000. There were ... (3 pages)View decision -
Decision Reference DRN-5426108
15 Dec 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5426108 The complaint Mrs B complains that Hargreaves Lansdown Asset Management Limited didn’t follow her instructions to switch her ISA investments to new funds. She says the delays and poor handling left her with a reduced fund value. Mrs B is represented by her husband, but for ... (4 pages)View decision