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 380824 results
-
Decision Reference DRN-5742639
1 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5742639 The complaint Mr W has complained that Zurich Assurance Ltd has declined a critical illness claim. What happened Mr W had a lifestyle plan which included critical illness cover with Zurich. The policy ended in November 2023. He made a claim following a cancer diagnosis in Ju... (2 pages)View decision -
Decision Reference DRN-5136051
1 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5136051 The complaint Mrs P complains that HSBC UK Bank Plc didn’t do enough to prevent her losing money to a scam. Mrs P is being represented by a professional representative but for ease I’ll only refer to Mrs P in the decision. What happened In late 2019 Mrs P saw an investment... (3 pages)View decision -
Decision Reference DRN-5831337
1 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5831337 The complaint Miss W complains that Clydesdale Bank trading as Virgin Money (Virgin Money) didn’t sufficiently check whether she could afford the repayments before they agreed to lend to her. What happened In October 2023 Miss W applied for a credit card with Virgin Money. M... (4 pages)View decision -
Decision Reference DRN-5691819
1 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5691819 The complaint Mrs S has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under her appliance warranty. References to D&G include companies acting on its behalf. What happened Mrs S contacted D&G to make a claim for an issue wit... (3 pages)View decision -
Decision Reference DRN-5588620
1 Oct 2025 MFM Investment Ltd UpheldInvestmentsDRN-5588620 The complaint Mr D complains about MFM Investment Ltd trading as MoneyFarm (MFM). He is not happy with how it responded when a transfer of money into his account with it, was returned unpaid. He says it did not respond effectively, and this caused him distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-5627863
1 Oct 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5627863 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Specialist Motor Finance Limited (‘SMF’) was of an unsatisfactory quality. What happened On 19 June 2023, Mr A was supplied with a used car through a hire purchase agreement with S... (3 pages)View decision -
Decision Reference DRN-5853389
1 Oct 2025 Radcliffe & Company (Life & Pensions) Limited UpheldPensions and AnnuitiesDRN-5853389 The complaint Mr R has complained that after transferring a defined benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’), Radcliffe & Company (Life & Pensions) Limited (‘R&C’) did not provide him with the ongoing advice service ... (8 pages)View decision -
Decision Reference DRN-5666605
1 Oct 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5666605 The complaint Ms J complains about how Domestic & General Insurance Plc (“D&G”) handled a claim for a cooker under her domestic warranty insurance policy. What happened Ms J had a domestic warranty insurance policy from D&G covering her cooker. She made a claim o... (3 pages)View decision -
Decision Reference DRN-5800190
1 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5800190 The complaint Miss M complains that HSBC UK Bank Plc did not reimburse the money she lost to a scam. What happened In 2023 Miss M learned about an investment opportunity from a family friend. This family friend knew the person running the investment (Mr F) through work, and... (5 pages)View decision -
Decision Reference DRN-5466900
1 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5466900 The complaint Mr C complains that Barclays Bank UK PLC has not refunded money he lost to a scam. What happened Mr C met an individual on a dating app, I’ll call this person L. Mr C believed he had developed a fairly close online relationship with L, and they then told him a... (3 pages)View decision
