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-5861876
9 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5861876 The complaint Mr O has complained that Aviva Life & Pensions UK Limited delayed the transfer of his pension funds and that, as a result, he’s lost out financially. What happened In April 2024, Mr O began the process of transferring two pension policies he held with Aviva... (6 pages)View decision -
Decision Reference DRN-5691036
9 Oct 2025 Antares Insurance Company Limited Not upheldInsuranceDRN-5691036 The complaint Mr G’s complaint is about a claim he made on his Antares Insurance Company Limited (‘Antares’) pet insurance policy, which was declined. Mr G says Antares treated him unfairly. In this decision all references to Antares include their claims handlers. What happe... (3 pages)View decision -
Decision Reference DRN-5871079
9 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5871079 The complaint Ms K is unhappy with the assistance provided by Aviva Insurance Limited under her travel insurance policy (‘the policy’), after she slipped and injured her ankle abroad. All reference to Aviva includes its medical assistance team. What happened The details of... (4 pages)View decision -
Decision Reference DRN-5720456
9 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5720456 The complaint Mr M complains that he couldn’t use his banking app with TSB Bank plc to make an urgent payment. Aside from this causing him trouble and upset, he’s unhappy with the difficulties he experienced in complaining. What happened A summary of what happened is below. ... (2 pages)View decision -
Decision Reference DRN-5854770
9 Oct 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5854770 The complaint Mrs E complains about Somerset Bridge Insurance Services Limited’s (trading as Go Skippy Insurance) (“SBISL”) decision to cancel her car insurance policy and about the charges which followed. What happened Mrs E says she took out a car insurance policy in Marc... (3 pages)View decision -
Decision Reference DRN-5696017
9 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5696017 The complaint Mr K has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy. What happened Mr K was on a trip abroad in October 2024 when he became ill after ingesting cannabis. He therefore made a claim on the policy for medical cos... (3 pages)View decision -
Decision Reference DRN-5753477
9 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5753477 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made mistakes after they arranged a new fixed interest rate on their buy-to-let mortgage and that it hasn’t done enough to put things right. What happened Mr and Mrs D have an interest-only buy-to-let mortgage wit... (2 pages)View decision -
Decision Reference DRN-5659236
9 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5659236 The complaint Mr B complains that Monzo Bank Ltd didn’t properly pursue his claim in respect of a breach of contract with a merchant. What happened On 5 October 2024 Mr B agreed to have replacement windows installed at a cost of £4,788 and paid a deposit of £800. A survey wa... (3 pages)View decision -
Decision Reference DRN-5849530
9 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5849530 The complaint Ms B and Mr H complain that HSBC UK Bank Plc trading as first direct unfairly declined their mortgage application. What happened In 2024, Ms B and Mr H applied to first direct to remortgage from their existing lender. They wanted to borrow £154,000 over four ye... (5 pages)View decision -
Decision Reference DRN-5866147
9 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5866147 The complaint Mr C complains that Zopa Bank Limited lent to him irresponsibly. What happened Mr C took a loan from Zopa on the following terms: Date Amount Term Monthly repayment Total payable23 January 2024 £6,00048 months £193.28 £9,277.39 On 13 January 2025, Mr C compla... (5 pages)View decision