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 381082 results
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Decision Reference DRN-5370386
30 Sep 2025 Danske Bank A/S UpheldBanking and PaymentsDRN-5370386 The complaint Mr K complains that Danske Bank A/S didn’t do enough to protect him from the financial harm caused by a purchase scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (3 pages)View decision -
Decision Reference DRN-5851862
30 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5851862 The complaint Mr A complains about how Haven Insurance Company Limited handled a claim on his motor insurance. What happened Mr A had car insurance with Haven. In November 2024 he was involved in a minor road accident. He reported this to Haven and, following an assessment b... (3 pages)View decision -
Decision Reference DRN-5659868
30 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5659868 The complaint Miss M complains Lendable Ltd trading as Zable (Zable) provided her credit which was unaffordable. What happened In April 2023, Miss M took out a credit card with Zable. The card had an initial credit limit of £350. In August 2023, Zable increased Miss M’s cred... (7 pages)View decision -
Decision Reference DRN-5555650
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5555650 The complaint Mr S complains that Santander UK Plc won’t refund payments he made as a result of a scam. What happened • In 2024, Mr S told Santander he was the victim of an investment scam, involving several card payments to a company I’ll refer to as ‘I’. He explained that ... (2 pages)View decision -
Decision Reference DRN-5792782
30 Sep 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5792782 The complaint U complains that Amazon Payments UK Limited (“APUK”) have unfairly deactivated its account and restricted access to its account balance and stock. U is represented in bringing its complaint to us by its director, Mr A. What happened U is a seller on Amazon. In ... (3 pages)View decision -
Decision Reference DRN-5413059
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5413059 The complaint Mr B complains that Santander UK Pl didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5851816
30 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5851816 The complaint Mr A complains that Aviva Life & Pensions UK Limited (‘Aviva’) took too long to send him a ‘DocuSign’ version of a quote and misled him about the amount he’d receive from his pension, causing him financial loss, distress and inconvenience. What happened Mr... (5 pages)View decision -
Decision Reference DRN-5172946
30 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5172946 The complaint Mr K’s complaint is about the Stocks & Shares Individual Savings Account (‘ISA’) he opened with Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HL’) in May 2021. He says the charges associated with the ISA lack transparency and... (6 pages)View decision -
Decision Reference DRN-5839970
30 Sep 2025 Hippo Vehicle Solutions Limited Not upheldInsuranceDRN-5839970 The complaint Mrs W complains that Hippo Vehicle Solutions Limited (“HVSL”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning commission. Mrs ... (5 pages)View decision -
Decision Reference DRN-5721194
30 Sep 2025 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5721194 The complaint Mr S complains Rothesay Life Plc (‘Rothesay’) has unfairly removed his option to transfer his pension benefits to a new pension scheme, causing him financial loss, distress and inconvenience. What happened Mr S had been a member of a defined benefit (‘DB’) sch... (5 pages)View decision
