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-5854140
31 Oct 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5854140 The complaint Mr N complains about the maturity value Phoenix Life CA Limited trading as Sun Life Financial of Canada (“Sun Life”) paid him for his with-profits endowment policy, as he feels the bonuses applied are not in line with what he was told when he was sold the polic... (4 pages)View decision -
Decision Reference DRN-5297587
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5297587 The complaint Mrs C complains about National Westminster Bank Public Limited Company (NatWest). She says that a roofer has scammed her out of money and asks that NatWest refund her under the Lending Standards Boards Contingency Reimbursement Model Code (CRM code) of which N... (3 pages)View decision -
Decision Reference DRN-5907985
31 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5907985 The complaint Mr M complains that Lendable Ltd irresponsibly provided him a loan. What happened In July 2024, Mr M took out a loan with Lendable; he borrowed £4,000 over a term of 60 months, with regular monthly repayments of £156.22. A few months later, in January 2025, M... (3 pages)View decision -
Decision Reference DRN-5824447
31 Oct 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5824447 The complaint A limited company, which I will refer to as C, complains about the handling of its commercial property insurance claim by Arch Insurance (UK) Limited. What happened The following is intended only as a summary of the events. Additionally, although other parties ... (3 pages)View decision -
Decision Reference DRN-5797667
31 Oct 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5797667 The complaint A limited company, which I will refer to as C, complains about the handling of its commercial property insurance claim by Arch Insurance (UK) Limited. What happened The following is intended only as a summary of the events. Additionally, for the sake of simplic... (4 pages)View decision -
Decision Reference DRN-5806635
31 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5806635 The complaint Mr W complains that NewDay Ltd, trading as Aqua, didn’t refund a payment he made using his credit card. What happened Mr W arranged for a merchant – which I’ll refer to as “D” – to undertake repairs to his van; in short, the diesel particulate filter (“DPF”) w... (4 pages)View decision -
Decision Reference DRN-5778092
31 Oct 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5778092 The complaint Mrs J complains about an order she made through a catalogue shopping account she held with Frasers Group Financial Services Limited trading as Studio (“FGFS”). She says she was held liable for the cost of the item despite it not being delivered to her. Mrs J al... (4 pages)View decision -
Decision Reference DRN-5651279
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5651279 The complaint Mr and Mrs C complain about HSBC UK Bank Plc. They say that HSBC didn’t do enough to protect them when they fell victim to a scam and would like HSBC to refund them the money they have lost. What happened In May 2020, Mr and Mrs C unfortunately fell victim to... (2 pages)View decision -
Decision Reference DRN-5919076
31 Oct 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5919076 The complaint Mr S complains that Marks & Spencer Financial Services Plc, trading as M&S Bank, won’t refund a purchase he made using his credit card. What happened Given the facts of this complaint are well known to both parties, I won’t go over every detail here; i... (5 pages)View decision -
Decision Reference DRN-5919110
31 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5919110 The complaint Mr K complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) delayed sending him a credit balance refund (CBR) due on his credit card. He also says he hasn’t been able to receive a one-time passcode (OTP) on his phone and AESEL hasn’t helped him to re... (2 pages)View decision