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-5933424
6 Nov 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5933424 The complaint Mr R complains that HBOS Investment Fund Managers Limited failed to move his investments into the best share class available to him. What happened Mr R opened an ISA account with HBOS in 2004. Within his ISA, he was invested into the following four funds in whi... (4 pages)View decision -
Decision Reference DRN-5687457
6 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5687457 The complaint Mr D complains that Monzo Bank Ltd closed his account with it and registered his details with CIFAS, the UK’s main fraud prevention agency. What happened Mr D held an account with Monzo. On 19 December 2024 a payment of £200 was credited to his account and on 2... (2 pages)View decision -
Decision Reference DRN-5754534
6 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5754534 The complaint Miss S is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined her claim for Total and Permanent Disability (TPD) benefit under her life insurance with critical illness cover policy. What happened Miss S has a critical illness cover pol... (2 pages)View decision -
Decision Reference DRN-5832708
6 Nov 2025 OANDA Europe Limited Not upheldInvestmentsDRN-5832708 The complaint Mr G complains to OANDA Europe Limited about losses on his trading account. He questions whether he should have been able to have a leveraged trading account given his circumstances and seeks compensation for the £34,000 he has lost. What happened Mr G opened ... (5 pages)View decision -
Decision Reference DRN-5768449
6 Nov 2025 Affinity Insurance Solutions Limited Not upheldInsuranceDRN-5768449 The complaint Mrs D complains about the way that Affinity Insurance Solutions Limited handled the potential renewal of her home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the... (2 pages)View decision -
Decision Reference DRN-5825627
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5825627 The complaint Mr T complains that National Westminster Bank Public Limited Company (“NatWest”) did not support him to manage his gambling addiction. He says this enabled him to spend uncontrollably, which has caused him financial loss and distress as well as a deterioration ... (3 pages)View decision -
Decision Reference DRN-5926447
6 Nov 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5926447 The complaint Mrs A complains about the way that Marsh Finance Limited trading as Marsh Finance Ltd administered her account. What happened Mrs A has a car finance agreement. After her lender went into administration, Marsh Finance was appointed to manage Mrs A’s account. Mr... (2 pages)View decision -
Decision Reference DRN-4785742
6 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4785742 The complaint M complains HSBC UK Bank Plc won’t reimburse £75,000 it lost to an investment opportunity that it now considers to be an Authorised Push Payment (APP) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some ... (8 pages)View decision -
Decision Reference DRN-5932890
6 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5932890 The complaint Ms K complained that Inter Partner Assistance SA (IPA) set up a continuous payment authority (CPA) without consent after she took out a travel insurance policy. What happened Ms K took out a travel insurance policy through a broker with IPA in December 2024. Wh... (3 pages)View decision -
Decision Reference DRN-5817347
6 Nov 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5817347 The complaint Mr B complains, on behalf of a limited company called M (in his position as director), that Lloyds Bank PLC mis-sold two protection policies. He says misleading advice was given and he was pressured into taking out the policies. He also says the cover was unsui... (9 pages)View decision