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 393318 results
-
Decision Reference DRN-5800854
23 Sep 2025 Exeter Friendly Society Limited UpheldInsuranceDRN-5800854 The complaint Ms A complains Exeter Friendly Society Limited (Exeter) failed to send her welcome documents after she purchased a private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised even... (2 pages)View decision -
Decision Reference DRN-5776773
23 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5776773 The complaint Mrs W complains that a car that was supplied to her under a hire purchase agreement with RCI Financial Services Limited, trading as Nissan Financial Services, wasn’t of satisfactory quality. Mrs W’s husband is also involved in her complaint. What happened A use... (3 pages)View decision -
Decision Reference DRN-5271856
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5271856 Complaint Mr S is unhappy that Barclays Bank UK Plc didn’t reimburse him in full after he reported falling victim to a scam. Background In late 2023, Mr S fell victim to an investment scam. He was contacted on social media by a woman who said she was an investment broker wi... (2 pages)View decision -
Decision Reference DRN-5640109
23 Sep 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5640109 The complaint Ms B complains Skrill Limited unfairly closed her account and is refusing to release her funds. What happened Ms B held a Skrill account which was opened in June 2023. On 16 September 2024 Ms B’s account was restricted so Skrill could conduct a standard Know... (3 pages)View decision -
Decision Reference DRN-5762581
23 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5762581 The complaint Miss S and Miss S complain that Ascot Lloyd limited trading as Bellpenny (AL), misadvised their late father (Mr S) to purchase an annuity despite his poor health resulting in financial losses on his death. They want compensation for the losses. What happened M... (7 pages)View decision -
Decision Reference DRN-5623441
23 Sep 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5623441 The complaint Mr G has complained that Everyday Lending Limited trading as Everyday Loans unfairly provided him with a loan. What happened On 16 January 2024, Mr G entered into a loan agreement with Everyday Loans as shown below. Mr G told Everyday Loans the loan was for de... (3 pages)View decision -
Decision Reference DRN-5692191
23 Sep 2025 UNUM Limited Not upheldInsuranceDRN-5692191 The complaint Mr M complains that UNUM Limited (‘Unum’) unfairly declined his income protection insurance claim. What happened Mr M has a group income protection insurance policy through his employer, underwritten by Unum. Mr M made a claim following a period of absence star... (3 pages)View decision -
Decision Reference DRN-5628079
23 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5628079 The complaint Mr G complains that Santander UK Plc won’t refund a payment he made as a result of a scam. What happened Mr G explained he was the victim of an investment scam that involved a £5,000 international payment in March 2021 from his Santander account to a company I’... (2 pages)View decision -
Decision Reference DRN-5825313
23 Sep 2025 Zurich Insurance PLC UpheldInsuranceDRN-5825313 The complaint Miss W complains about Zurich Insurance PLC’s settlement of a claim she made after an escape of water damaged her flat. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss W owns the leas... (4 pages)View decision -
Decision Reference DRN-5384474
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5384474 The complaint Mrs K complains HSBC UK Bank Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs K fell victim to a several inv... (3 pages)View decision