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-5718377
3 Dec 2025 Zurich Assurance Ltd Not upheldInvestmentsDRN-5718377 The complaint In 2009 Mrs S and Mr S (‘the complainants’) were advised by their adviser to invest into an Onshore Investment Bond (‘OIB’) provided by Zurich Assurance Ltd trading as Sterling (‘Zurich’). The OIB was divided into multiple policies. At the time of advice, and ... (7 pages)View decision -
Decision Reference DRN-5644090
3 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5644090 The complaint Miss A complains that Capital One (Europe) plc (“Capital One”) irresponsibly lent to her. What happened Capital One provided Miss A with a credit card in December 2019 with a limit of £200. I understand the credit limit wasn’t increased. Miss A complained to ... (4 pages)View decision -
Decision Reference DRN-5431529
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5431529 The complaint Mr D complains that Bank of Scotland plc, trading as ‘Halifax’, hasn’t refunded the money he lost to a fraudulent investment scheme. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in deta... (6 pages)View decision -
Decision Reference DRN-5870159
3 Dec 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5870159 The complaint Mr O complains about how Somerset Bridge Insurance Services Limited (“SBISL”) cancelled his car insurance policy and handled his premium refund. What happened Mr O bought a car insurance policy starting in February 2025, which was arranged through SBISL as a br... (3 pages)View decision -
Decision Reference DRN-5882236
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5882236 The complaint Mr B complains about a home insurance policy he thought he had with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY and the service he has received from the bank. A relative, Mr W, brings this complaint on his behalf. What happened Mr B banks with NatWest and ... (2 pages)View decision -
Decision Reference DRN-5991257
3 Dec 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5991257 The complaint Mr O complains that China Taiping Insurance (UK) Co Ltd reduced the amount payable in settlement of a claim under his property owners’ insurance policy and also applied a higher excess. What happened Mr O held a property owners insurance policy with China Taip... (5 pages)View decision -
Decision Reference DRN-5817232
3 Dec 2025 ARAG Allgemeine Versicherungs-Aktiengesellschaft UpheldInsuranceDRN-5817232 The complaint Miss Z complains about the way ARAG Allgemeine Versicherungs-Aktiengesellschaft dealt with two claims on her legal expenses insurance policy. What happened The events leading to this complaint cover a long period and the details are well known to the parties. I... (5 pages)View decision -
Decision Reference DRN-5697593
3 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5697593 The complaint Mr P complains that Wise Payments Limited trading as Wise (Wise) unfairly blocked and closed his account without providing a proper explanation. Mr P is also unhappy with how long Wie took to return his closing balance. What happened The detailed background of ... (3 pages)View decision -
Decision Reference DRN-5986477
3 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986477 The complaint R has complained about the amount Aviva Insurance Limited has paid in settlement of its claim under its Motor Trade Insurance policy. R is represented by Mr B. What happened A vehicle belonging to R was damaged by fire and R put a claim in under its policy. A... (4 pages)View decision -
Decision Reference DRN-5992411
3 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5992411 The complaint Mr G complains that Bank of Scotland plc (BoS) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. Mr G has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr G himself where I al... (3 pages)View decision