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 400695 results
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Decision Reference DRN-5860809
13 Nov 2025 Castle Trust Capital PLC Not upheldBanking and PaymentsDRN-5860809 The complaint Mrs M complains how Castle Trust Capital PLC trading as Castle Trust Bank (CTB) processed an ISA transfer she requested. As a result, Mrs M has suffered inconvenience and stress, and has lost interest. What happened The circumstances that led to the complaint ... (3 pages)View decision -
Decision Reference DRN-5878072
13 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5878072 The complaint Mrs N complains that Cabot Credit Management Group Limited (“Cabot”) sent a letter to her parents’ address requesting repayment of a debt that had been settled more than ten years prior via an IVA. What happened Mrs N says that Cabot sent a letter to an old ad... (3 pages)View decision -
Decision Reference DRN-5478351
13 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5478351 The complaint The estate of Mrs W (‘the estate’) is represented by its executor (‘E’). In 2018 Mrs W suffered a loss of capacity, she moved into residential care and, later in the year, a Lasting Power of Attorney (‘LPA’) was registered for her. In 2019 her attorneys engage... (6 pages)View decision -
Decision Reference DRN-5947979
13 Nov 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5947979 The complaint Mr P is unhappy with the service provided by Mulsanne Insurance Company Limited (Mulsanne) following a claim made on his car insurance policy. Mulsanne is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (4 pages)View decision -
Decision Reference DRN-5877055
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5877055 The complaint X complains that HSBC UK Bank Plc (“HSBC”) sent statements from the joint account held with her estranged husband to her former marital home where he still resides in error. X says this gave her husband insight into what she was doing regarding the family finan... (3 pages)View decision -
Decision Reference DRN-5829834
13 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5829834 The complaint Mr B complains that Great Lakes Insurance UK Limited declined a claim on his pet insurance policy. What happened Mr B took out pet insurance for his cat, underwritten by Great Lakes. In April 2025 he made a claim on the policy for treatment for a dental conditi... (2 pages)View decision -
Decision Reference DRN-5740345
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5740345 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that a friend of his introduced him to an online trading investment opportunity through a company I’ll call C. He coul... (4 pages)View decision -
Decision Reference DRN-5771970
13 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5771970 The complaint Mr W complains that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr W brought his complaint through a representative. For ease of reading I will refer solely to Mr W in this decision. What happened As both parties are familiar with ... (3 pages)View decision -
Decision Reference DRN-5746726
13 Nov 2025 1 ANSWER INSURANCE SERVICES LTD. UpheldInsuranceDRN-5746726 The complaint Mr S complains about the advice given to him by 1 ANSWER INSURANCE SERVICES LTD when taking out a commercial vehicle insurance policy. What happened Mr S took out a new commercial vehicle insurance policy via 1 Answer. After taking it out he wanted to temporari... (2 pages)View decision -
Decision Reference DRN-5139827
13 Nov 2025 ReAssure Life Limited Not upheldInvestmentsDRN-5139827 The complaint Mr B, as a trustee of a trust he settled an investment bond in, complains that ReAssure Life Limited (ReAssure) failed to surrender on that bond when requested. What happened Mr B, along with his late wife, took out an investment bond in 2000 and placed it in ... (3 pages)View decision