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-5299942
3 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5299942 The complaint T and Mrs B complain that Hargreaves Lansdown Asset Management Limited (HLAM) delayed the transfer of investment funds into the beneficiary’s account and mishandled the process. What happened Two trust accounts were set up with a beneficial interest for two mi... (3 pages)View decision -
Decision Reference DRN-5883723
3 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5883723 The complaint Mr A and Ms B complain that Great Lakes Insurance UK Limited didn’t pay a claim under their travel insurance policy. What happened Mr A and Ms B bought a single trip travel insurance policy on 25 May 2025 to cover their family for a trip between 25 May and 1 J... (3 pages)View decision -
Decision Reference DRN-5583769
3 Nov 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5583769 The complaint Mr P complains IG Trading and Investments Limited trading as IG (‘IG’) allowed him to trade when it shouldn’t have and so caused him a financial loss. What happened Mr P had a number of accounts with IG including accounts for spreadbetting and trading contracts... (3 pages)View decision -
Decision Reference DRN-5764703
3 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5764703 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In May 2024, Mr F was supplied with a used car through a hire purchase agreement with Startline. He ... (3 pages)View decision -
Decision Reference DRN-5922124
3 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5922124 The complaint M complains that The Co-operative Bank Plc (Co-Op) won’t refund money it lost to a scam. Mr A is the director of M. M and Mr A are represented by a firm. For ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is ... (3 pages)View decision -
Decision Reference DRN-5922250
3 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5922250 The complaint Mr V complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) unfairly reported his personal loan arrears to the Credit Reference Agencies (‘CRAs’), when they should have reported an arrangement. Mr V wants his credit file amen... (4 pages)View decision -
Decision Reference DRN-5920312
3 Nov 2025 AWP P&C S.A. Not upheldInsuranceDRN-5920312 The complaint Miss G and Mr K complain about how AWP P&C S.A. (‘AWP’) handled an emergency medical assistance claim under their travel insurance policy. All references to AWP include the agents appointed to administer claims and complaints on its behalf. What happened Mi... (4 pages)View decision -
Decision Reference DRN-5759998
3 Nov 2025 Metro Bank PLC UpheldMortgagesDRN-5759998 The complaint Mr and Mrs T complain that Metro Bank PLC misinformed them when they were porting their mortgage to a new property and it hasn’t refunded the full early repayment charge (ERC) they paid. What happened Mr and Mrs T’s interest-only mortgage with Metro was on a f... (4 pages)View decision -
Decision Reference DRN-5629883
3 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5629883 The complaint Mr E complains Starling Bank Limited unfairly restricted his account, failed to release his funds when they should have, and provided poor customer service. He wants compensation for the impact this had on him. What happened Mr E held an account with Starling B... (2 pages)View decision -
Decision Reference DRN-5423153
3 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5423153 The complaint Mrs R complains that PayPal UK Ltd declined to refund her losses when she had fallen victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in... (3 pages)View decision