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-4192979
8 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4192979 The complaint Mr and Mrs P are unhappy, in summary, as they don’t think Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy that they hold with it. What happened I've outlined what I think are the key events inv... (8 pages)View decision -
Decision Reference DRN-5555583
8 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5555583 The complaint Mr and Mrs S complain about the quality of a repair completed by Lloyds Bank General Insurance Limited following a successful claim on their buildings insurance policy. Throughout the claim and complaint process, Mr and Mrs S have had a representative helping t... (2 pages)View decision -
Decision Reference DRN-5732954
8 Aug 2025 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-5732954 The complaint Ms S, through her representative, complains that the advice she received from JLT Wealth Management Limited to transfer her Occupational Pension Scheme (OPS) defined benefit pension to a personal pension plan was unsuitable. What happened Ms S’ complaint was co... (7 pages)View decision -
Decision Reference DRN-5744528
8 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5744528 The complaint Miss M complains that Fortegra Europe Insurance Company Ltd (Fortegra) declined a claim made under her furniture warranty. Where I’ve referred to Fortegra, this also includes any agents acting on their behalf. What happened Miss M purchased a recliner sofa, a... (7 pages)View decision -
Decision Reference DRN-5710318
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710318 The complaint Mr T is unhappy with how Bank of Scotland (“Halifax”) handled his refund claim. What happened Mr T used his Halifax credit card to upgrade his return flights when travelling back home with his sibling. Mr T purchased the two flight upgrades at the airport. He s... (7 pages)View decision -
Decision Reference DRN-4953244
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4953244 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of a scam. What happened In or before May 2023, Mr O found out about a cryptocurrency investment company. He was told that any money he invested... (3 pages)View decision -
Decision Reference DRN-5616602
8 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5616602 The complaint Mr P complains that American Express Services Europe Limited (“Amex”) didn’t send him the Companion Voucher he earned with his credit card spend. What happened Mr P says he paid an annual fee for a British Airways American Express Premium Plus card. He says on... (2 pages)View decision -
Decision Reference DRN-5739830
8 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5739830 The complaint Mrs C and Mr C complain that unsatisfactory repairs were carried out to their vehicle and Admiral Insurance (Gibraltar) Limited (Admiral) didn’t offer an appropriate cash in lieu settlement following a claim on their motor insurance policy. Mr C is a named driv... (5 pages)View decision -
Decision Reference DRN-5700636
8 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5700636 The complaint Mr M complains about problems he has had with a car Black Horse Limited supplied to him under a hire purchase agreement. What happened Whilst I won’t set everything that has happened out in detail here, I am mindful that the timeline of events provided by both... (8 pages)View decision -
Decision Reference DRN-5312517
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312517 The complaint Mr H complains, via a representative, that Santander UK Plc (“Santander”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, ... (3 pages)View decision