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 386796 results
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Decision Reference DRN-6039084
22 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-6039084 The complaint The trustees (Mrs B and Mr B) of the B Trust (the ‘Trust’) complain about a failed review of a reviewable whole of life policy (‘RWOL’) underwritten by Phoenix Life Limited (Phoenix Life). What happened Mr B is representing the B Trust and so I will refer to h... (5 pages)View decision -
Decision Reference DRN-5974542
21 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5974542 The complaint Mr A complains that Clydesdale Financial Services Limited (CFS) defaulted his account and reported adverse information on his credit file. What happened In November 2022 Mr A took out a fixed sum loan agreement with CFS. In November 2023 Mr A’s direct debit was... (2 pages)View decision -
Decision Reference DRN-5989273
21 Dec 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5989273 The complaint Mrs D complains that HSBC UK Bank Plc declined her application for a loan. What happened On 1 May 2025 Mrs D applied for a personal loan with HSBC. The application was referred to underwriting and on 5 May 2025 it was declined. Mrs D disputed the decision and o... (2 pages)View decision -
Decision Reference DRN-6020078
21 Dec 2025 Barclays Bank Plc UpheldInvestmentsDRN-6020078 The complaint Ms H complains that Barclays Bank Plc delayed transferring her investment ISA to her new provider. Ms H states that because of their delays, she’s lost c£65,000, which she’d now like Barclays to recompense her for. What happened In October 2024, Ms H’s financi... (7 pages)View decision -
Decision Reference DRN-5986139
21 Dec 2025 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-5986139 The complaint Miss P complains that Chetwood Financial Limited trading as Wave registered a default on her credit file. What happened Miss P holds a credit card with Wave. In or around May 2023 Miss P experienced difficulties maki g payment to her account using the app. She ... (2 pages)View decision -
Decision Reference DRN-5828966
21 Dec 2025 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-5828966 The complaint Ms D has complained that Liberty Mutual Insurance Europe SE (“Liberty”) unfairly declined a claim following an escape of water. What happened In November 2024, Ms D made a claim for damage to her kitchen ceiling, following an escape of water. Loss adjusters wer... (3 pages)View decision -
Decision Reference DRN-6039057
21 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-6039057 The complaint Miss W is unhappy with how a breakdown was dealt with when a car supplied to her under a hire agreement with Motability Operations Limited (Motability) was failed. When I refer to what Miss W has said and what Motability have said, it should also be taken to i... (4 pages)View decision -
Decision Reference DRN-5998499
21 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5998499 The complaint Mr P is unhappy that a car supplied to him under a hire agreement with Motability Operations Limited (Motability) was of unsatisfactory quality. When I refer to what Mr P has said and what Motability have said, it should also be taken to include things said on... (3 pages)View decision -
Decision Reference DRN-5833419
20 Dec 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5833419 The complaint Mr K complains that St. James’s Place Wealth Management Plc (‘SJP’) took ongoing advice charges but did not provide ongoing advice. What happened In May 2021, Mr K spoke to SJP about transferring an existing cash ISA into an investment ISA and unit trust. These... (2 pages)View decision -
Decision Reference DRN-5767491
20 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5767491 The complaint Mr M has brought a complaint in his capacity as director of limited company “M”, about U K Insurance Limited trading as NIG (“UKI”) and its decision to decline a claim for damaged contents following a flood, and its decision to cancel M’s policy. M and Mr M hav... (4 pages)View decision
