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-5706977
1 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5706977 The complaint Mrs T complains about the handling of her home insurance claim by Royal & Sun Alliance Insurance Limited (“RSA”). She’s unhappy about the poor quality of work that was carried out on her property and delays in rectifying it. RSA is the underwriter of this p... (4 pages)View decision -
Decision Reference DRN-5453757
1 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5453757 The complaint Mr A complains that HSBC UK Bank Plc, lent to him irresponsibly in relation to a credit card account. What happened In December 2019, Mr A provided a credit card by HSBC with a credit limit of £10,500. The balance was later paid off and the card account close... (3 pages)View decision -
Decision Reference DRN-5478340
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5478340 The complaint Mr B complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost. What happened In March 2022 Mr B loaned an individual I will refer to as ‘C’ £20,400 over a 12-week period to help C... (3 pages)View decision -
Decision Reference DRN-5689319
1 Aug 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5689319 The complaint Mr P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In September 2023 Mr P entered into a 25-m... (4 pages)View decision -
Decision Reference DRN-5411877
1 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5411877 The complaint Mr S complains that Aviva Life & Pensions UK Limited (“Aviva”) unreasonably delayed the payment of some pension benefits that were due to him. What happened Mr S held pension benefits with Aviva. In May 2024 Mr S gave an instruction to Aviva that all his pe... (4 pages)View decision -
Decision Reference DRN-5704925
1 Aug 2025 Vitality Life Limited Not upheldInsuranceDRN-5704925 The complaint Miss R has complained that Vitality Life Limited declined a serious illness claim. What happened The background to this complaint is well known to the parties. In summary Miss R has Serious Illness Cover with Vitality. Vitality declined a claim she made as it ... (2 pages)View decision -
Decision Reference DRN-5710157
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5710157 The complaint Mr P complained about the service provided by Santander UK Plc (‘Santander’) when it stopped a debit card payment he wanted to make and he was unable to complete a holiday booking as a result. He’s also unhappy with the way Santander handled his complaint. To ... (3 pages)View decision -
Decision Reference DRN-5719999
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5719999 The complaint Mr S complains that Santander UK Plc (Santander) was irresponsible in its management of his personal current account overdraft, as it failed to recognise that he was experiencing issues with problem gambling. What happened Mr S held a personal current account ... (4 pages)View decision -
Decision Reference DRN-5376014
1 Aug 2025 Crowdcube Capital Limited UpheldInvestmentsDRN-5376014 The complaint Mr J complains about the way Crowdcube Capital Limited handled the administration of his shares, which prevented him from receiving the proceeds he says he was entitled to. He doesn’t think the offer of compensation made sufficiently recognises the value of the... (4 pages)View decision -
Decision Reference DRN-5700634
1 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5700634 The complaint Ms G and Mr H are unhappy that Lloyds Bank General Insurance Limited (“LBG”) cancelled their home insurance policy. The buildings and contents policy was held in joint names but, for ease of reading and because she brought the complaint, I’ll refer mainly to Ms... (3 pages)View decision