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 392389 results
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Decision Reference DRN-5693063
20 Aug 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5693063 The complaint Mr and Mrs S has complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined Mr S’s critical illness claim. What happened Mr and Mrs S applied for a life and critical illness policy from L&G in summer 2023. They completed a he... (3 pages)View decision -
Decision Reference DRN-5707162
20 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5707162 The complaint Mr M complains that Lloyds Bank PLC failed to stop gambling transactions from his account and that it then did not seek to reclaim them from the merchants involved. What happened Between September and December 2024 Mr M made a number of payments from his Lloyds... (3 pages)View decision -
Decision Reference DRN-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN-5696037
20 Aug 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5696037 The complaint Mr P complains Shop Direct Finance Company Limited (“Shop Direct”) misled him about the outstanding balance on his account. What happened Mr P opened a Shop Direct running credit account in 2013. Regular purchases accrue interest daily. But the account sometim... (3 pages)View decision -
Decision Reference DRN-5664459
20 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5664459 The complaint Mr B’s complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) pet insurance policy. Mr B says Alwyn treated him unfairly. All references in this decision to Alwyn include their claims handlers. What happened Mr B took out a pet i... (4 pages)View decision -
Decision Reference DRN-5643376
20 Aug 2025 FCE Bank Plc UpheldConsumer CreditDRN-5643376 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with FCE Bank Plc trading as Ford Credit (“FC”). What happened Mr M referred a complaint to us along with his representative. As the complainant is Mr M, for ease, I have addr... (5 pages)View decision -
Decision Reference DRN-5762136
20 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5762136 The complaint Ms K has complained that AXA PPP Healthcare Limited (trading as AXA Health) delayed paying invoices for claims she made on a private medical insurance policy which has negatively impacted her no claims discount (NCD) and policy premiums at renewal in February 2... (3 pages)View decision -
Decision Reference DRN-5766903
20 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5766903 The complaint Mr P is unhappy with several aspects of the service that he’s received from American Express Services Europe Limited (“AmEx”). What happened Mr P, who is hard of hearing, contacted AmEx and asked for support as he was experiencing financial difficulties. AmEx ... (5 pages)View decision -
Decision Reference DRN-5748557
20 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5748557 The complaint Mr O complains HSBC UK Bank Plc won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that HSBC ought to have made additional checks befor... (2 pages)View decision -
Decision Reference DRN-5706815
20 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5706815 The complaint Miss I complains Starling Bank Limited recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss I had an account with Starling. ... (3 pages)View decision