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
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Decision Reference DRN-5665712
19 Sep 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5665712 The complaint Mrs S complains that Bank of Ireland (UK) Plc (“BoI”) didn’t support her in her longrunning legal battle against the freeholder of her leasehold, mortgaged property. Mrs S says the freeholder now has the property, but BoI is still asking her to pay the mortgage... (4 pages)View decision -
Decision Reference DRN-5814046
19 Sep 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5814046 The complaint Mr E complains about the way Aviva Protection UK Limited has handled and paid an incapacity claim he made on a ‘YourLife Plan’ which provided income protection insurance cover. Mr E’s represented by Ms K. But I’ve generally referred to Mr E. Aviva is now respon... (4 pages)View decision -
Decision Reference DRN-5827215
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5827215 The complaint Mr A complains Santander UK Plc took money back off him after he’d withdrawn it. What happened Mr A withdrew £2,000 from his account but was stopped from leaving the branch and asked to hand the money back to a staff member. Mr A handed the money back and he ... (2 pages)View decision -
Decision Reference DRN-5655700
19 Sep 2025 Sky UK Limited Not upheldConsumer CreditDRN-5655700 The complaint Mr F has complained about the way Sky UK Limited treated him in relation to two credit agreements that were taken out to purchase devices. Mr F has been represented at times but, to keep things simple, I’ll refer to Mr F throughout. What happened The circumstan... (3 pages)View decision -
Decision Reference DRN-4437597
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4437597 The complaint Ms B complains about Lloyds Bank PLC. She says that she has fallen victim to a scam and would like Lloyds to refund her the money she has lost as a result. What happened Ms B wanted to become a counsellor – in order to finish her studies, she looked online fo... (3 pages)View decision -
Decision Reference DRN-5804126
19 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5804126 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) gave him misleading information regarding his Stocks and Shares ISA. What happened On 19 January 2024, Mr S contacted HLAM to discuss moving cash from his Fund and Share account to his St... (3 pages)View decision -
Decision Reference DRN-5619511
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5619511 The complaint Mr P has complained about how Santander UK Plc (Santander) handled his claim regarding a faulty phone purchased in the US. What happened Mr P purchased a phone from a supplier I shall call ‘N’ via an online marketplace I shall call ‘B’ in November 2023 using hi... (5 pages)View decision -
Decision Reference DRN-5690943
19 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5690943 The complaint Miss F is unhappy with AXA PPP Healthcare Limited trading as AXA Health’s decision to apply an exclusion to her policy. Miss F brings her complaint through a representative, but for simplicity, I’ll refer to all submissions as being made by her personally. What... (4 pages)View decision -
Decision Reference DRN-5672906
19 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5672906 The complaint Mr S’ complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined. Mr S says that Allianz treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t r... (3 pages)View decision -
Decision Reference DRN-5631238
19 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5631238 The complaint Mrs W complains that Nationwide Building Society didn’t tell her that she wasn’t paying enough to her mortgage, with the result that it went into arrears. She complains about the impact of that on her credit file. What happened Mrs W has a mortgage with Nationw... (3 pages)View decision