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-5686689
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5686689 The complaint Mr C has complained that Starling Bank Limited (“Starling”) gave him inconsistent information regarding his disputed transaction claim. What happened On 1 May 2025, Mr C contacted Starling as he noticed a transaction for £9 appear on his account that he didn’t ... (2 pages)View decision -
Decision Reference DRN-5754846
29 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5754846 The complaint Mr and Mrs T complain that Aviva Life and Pensions UK Limited (Aviva) treated them unfairly when it wouldn’t allow them to alter the terms of their life assurance policy. What happened The background to this complaint is well known to all parties so I’ll just ... (3 pages)View decision -
Decision Reference DRN-5735393
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735393 The complaint Mr Z complained because HSBC UK Bank plc refused to refund him for transactions which he said he hadn’t authorised. What happened In late March 2025, Mr Z contacted HSBC to dispute three transactions which had debited his account. These were: 23 March at 16.5... (4 pages)View decision -
Decision Reference DRN-5842882
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842882 The complaint Ms R complains that Lloyds Bank PLC (Lloyds) has treated her unfairly regarding a transaction made on her debit card for beauty products. What happened On 8 April 2025, Ms R made a purchase for various beauty products with a total cost of £61.78 from a retailer... (3 pages)View decision -
Decision Reference DRN-5816275
29 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5816275 The complaint Mr and Mrs H have complained that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. What happened Mr and Mrs H had planned a family trip away at the end of December 2024. Very sadly, Mrs H’s father died just ... (3 pages)View decision -
Decision Reference DRN-5732583
29 Sep 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5732583 The complaint Mr and Mrs H complain that Lifesearch Partners Limited mis-sold an income protection policy to them. What happened Mr and Mrs H took out an income protection policy many years ago. They are unhappy that when they made a claim on the policy they didn’t receive t... (2 pages)View decision -
Decision Reference DRN-5793799
29 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5793799 The complaint Mr B says Shop Direct Finance Company Limited trading as Very (‘Very’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a running credit account. He says that he ran up high bills on the a... (4 pages)View decision -
Decision Reference DRN-5847341
29 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5847341 The complaint Mr S complains that American Express Services Europe Limited declined his claim made under section 75 of the Consumer Credit Act 1974 (“section 75”) or under its chargeback scheme. What happened Mr S bought a coffee maker online from the manufacturer, which I’l... (3 pages)View decision -
Decision Reference DRN-5776688
29 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5776688 The complaint Miss A is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on her travel insurance policy (‘the policy’) which she took out for her benefit and the benefit of her children. The claim related to costs associated with her daughter requiring me... (4 pages)View decision -
Decision Reference DRN-5633463
29 Sep 2025 Scottish Widows Limited Not upheldInsuranceDRN-5633463 The complaint Mrs H complains that Scottish Widows Limited (Scottish Widows) didn’t provide her with the information she needed when she was reviewing the performance of her policy. What happened The background to this complaint is well known to all parties so I’ll just giv... (3 pages)View decision
