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-6078227
9 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6078227 The complaint Miss R complains that HSBC UK Bank Plc (HSBC) didn’t do enough to protect her when she fell victim to a scam. Miss R is represented in this matter, but for ease of reading I will refer to Miss R throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-6061091
9 Apr 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6061091 The complaint Mr B complained about Marshmallow Insurance Limited’s actions in connection with cancelling his motor insurance policy. What happened Mr B was unhappy that Marshmallow cancelled his policy for non-payment of a premium instalment. He said that he had already pa... (3 pages)View decision -
Decision Reference DRN-5881459
9 Apr 2026 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5881459 The complaint Mrs G is unhappy, in summary, as she feels her whole of life assurance policies with Liverpool Victoria Financial Services Limited (‘LV’) have been mismanaged due to the drop in value and she’s unhappy charges were taken without her knowledge. What happened I&... (4 pages)View decision -
Decision Reference DRN-6153970
9 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6153970 The complaint Mr A complains that Revolut Ltd hasn’t paid him a £50 reward following a referral promotion. What happened In 2024, Mr A had an option through his Revolut app to earn a referral reward by inviting someone to sign up for a Revolut personal account. He referred h... (3 pages)View decision -
Decision Reference DRN-6043794
9 Apr 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6043794 The complaint Mrs C and Mr S have complained about the way ARAG Legal Expenses Insurance Company Limited handled a claim under their Home Emergency insurance policy. Any reference to ARAG includes its agents. What happened Mrs C and Mr S called ARAG because their upstairs to... (2 pages)View decision -
Decision Reference DRN-6048709
9 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6048709 The complaint Mr N complains that, since October 2008, Nationwide Building Society incorrectly allowed a person I’ll call Mrs M2 to operate his account without his knowledge, approval or consent. The complaint has been brought by Mrs M1, who has held power of attorney (POA)... (3 pages)View decision -
Decision Reference DRN-6043229
9 Apr 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6043229 The complaint Mr A complains that Zurich Insurance Company Ltd (Zurich) unfairly declined a theft claim under his motor insurance policy. What happened In February 2025, Mr A arranged a motor insurance policy for his high value car through a broker, which was underwritten by... (3 pages)View decision -
Decision Reference DRN-6146168
9 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6146168 The complaint Miss B complains that NewDay Ltd trading as Aqua lent to her irresponsibly when they provided her with a credit card and increased the limit on a number of occasions. She’s also raised concerns about her interest rate and the ‘Aqua Coach’ facility. What happen... (4 pages)View decision -
Decision Reference DRN-6154699
9 Apr 2026 Allianz Insurance Plc UpheldInsuranceDRN-6154699 The complaint Ms C has complained about the extent of her premium increase when her lifetime pet policy renewed. She was of the view that the increase requested by Allianz Insurance Plc was too high and unrelated to her dog’s health. What happened Ms C insured her dog who w... (3 pages)View decision -
Decision Reference DRN-6220798
9 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6220798 The complaint Mr C complains that Starling Bank Limited failed to identify that he had gambling problems and as a result he lost considerable sums of money on gambling. What happened Mr C says that particularly in the period between September and December 2025 he spent over ... (3 pages)View decision