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 381196 results
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Decision Reference DRN-5817033
30 Sep 2025 Soteria Insurance Limited Not upheldInsuranceDRN-5817033 The complaint Mr L complains Soteria Insurance Limited (“Soteria”) delayed settling his claim for subsidence on his property insurance policy which impacted the cost of his insurance premiums going forward. He also says Soteria failed to respond to his complaints. All refere... (3 pages)View decision -
Decision Reference DRN-5586594
30 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5586594 The complaint X complains PayPal UK Ltd (“PayPal”) reviewed and closed her account and should provide an explanation. X says PayPal has discriminated against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. I... (2 pages)View decision -
Decision Reference DRN-5838959
30 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5838959 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened The circumstances of the complaint are well known to the parties, so I’m not ... (8 pages)View decision -
Decision Reference DRN-5755761
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5755761 The complaint Mr D is unhappy with Nationwide Building Society. He said Nationwide gave him incorrect information which caused a financial loss. Mr D wants Nationwide to compensate him for the loss and other impacts he experienced. What happened Mr D was unable to access hi... (2 pages)View decision -
Decision Reference DRN-5819277
30 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5819277 The complaint Mr C’s complaint against Legal and General Assurance Society Limited (L&G) relates to the life insurance policy he took out in 2021. He complains that he should have been offered an over 50s plan rather than the policy he was sold. What happened In 2016 Mr ... (3 pages)View decision -
Decision Reference DRN-5690152
30 Sep 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5690152 The complaint Mrs C complains about the poor service she says she received from ReAssure Limited (ReAssure) when she requested information to help her with her retirement planning. She says ReAssure provided incorrect information and hasn’t provided other information in a ti... (8 pages)View decision -
Decision Reference DRN-5327898
30 Sep 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5327898 The complaint Ms W complains that The Co-operative Bank Plc (“Co-op”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5731165
30 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5731165 The complaint Mr V has complained that Aviva Life & Pensions UK Limited (“Aviva”) has declined a claim made under his critical illness policy. What happened Mr V took out a life and critical illness policy in 2014. This was with a different provider for whom Aviva takes ... (2 pages)View decision -
Decision Reference DRN-5820656
30 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5820656 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited declined a claim under his travel insurance policy. What happened Mr W bought an annual multi-trip travel insurance policy to cover him between 18 September 2023 and 17 September 2024. The policy renewe... (3 pages)View decision -
Decision Reference DRN-5618948
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5618948 The complaint Mr S complains HSBC UK Bank Plc unfairly blocked and closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held a HSBC current account, savings account and credit... (5 pages)View decision
