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-5833749
24 Oct 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5833749 The complaint Mrs T has complained about FAIRMEAD INSURANCE LIMITED (“Fairmead”) deciding to proportionately settle her claim on her property insurance policy following a fire at her home. She says its decision to settle the claim in this way is unfair. Mrs T has said the de... (3 pages)View decision -
Decision Reference DRN-5904579
24 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5904579 The complaint Mr and Mrs M complain that U K Insurance Limited (UKI) unfairly declined a claim they made under their home insurance (buildings) policy. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI h... (4 pages)View decision -
Decision Reference DRN-5904394
24 Oct 2025 Bruce Bennett UpheldPensions and AnnuitiesDRN-5904394 The complaint Mrs M complains that Bruce Bennett, trading as bfm, (‘BB’) has not provided ongoing services and regular reviews of her financial products despite receiving regular fees to do so. What happened Mrs M holds a pension, investment ISA and general investment accoun... (7 pages)View decision -
Decision Reference DRN-5446540
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5446540 The complaint Mr H complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself, where I also mean the ... (4 pages)View decision -
Decision Reference DRN-5140033
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5140033 The complaint Miss L is a sole trader trading as P. Miss L has complained that HSBC UK Bank PLC have refused to refund transactions that weren’t authorised. What happened Miss L contacted HSBC to dispute nine transactions totalling around £4,000. All of the transactions wer... (3 pages)View decision -
Decision Reference DRN-5619013
24 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5619013 The complaint Miss W is unhappy with the decision by Liverpool Victoria Insurance Company Limited (LV) following a claim for storm damage on her home insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of third parties instruc... (4 pages)View decision -
Decision Reference DRN-5904400
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5904400 The complaint Mr H complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also mean the re... (3 pages)View decision -
Decision Reference DRN-5903856
24 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5903856 The complaint Mr S’s and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision -
Decision Reference DRN-5791282
24 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5791282 The complaint Mr D complains that INTACT INSURANCE UK LIMITED, has treated him unfairly when a claim was made for damage to his rental property. This was following an escape of water which caused damage to the flooring. Mr D feels INTACT delayed the progress of the claim and... (5 pages)View decision -
Decision Reference DRN-5524777
24 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5524777 The complaint Mr H has complained about Financial & Legal Insurance Company Ltd. He isn’t happy about the way it dealt with a claim under his motor breakdown policy. Any reference to Financial & Legal includes any agents that it is responsible for unless specified. W... (2 pages)View decision