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 392389 results
-
Decision Reference DRN-6087640
13 Feb 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6087640 The complaint Ms B complains that Legal and General Assurance Society Limited (L&G) terminated a claim she made on an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of wha... (5 pages)View decision -
Decision Reference DRN-5732927
13 Feb 2026 Beddington Insurance Services (Wimbledon) Limited UpheldInsuranceDRN-5732927 The complaint Mr N complains Beddington Insurance Services (Wimbledon) Limited (‘Beddington’) failed to meet their obligation as a broker when his home insurance policy was due to renew. What happened Mr N took out a property insurance policy through Beddington, acting as h... (4 pages)View decision -
Decision Reference DRN-6002412
13 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldBanking and PaymentsDRN-6002412 The complaint Ms G complains that Marks and Spencer Financial Services PLC trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Ms G applied for an M&S Bank credit card in November 2022. In her application, Ms G said she... (3 pages)View decision -
Decision Reference DRN-5922984
13 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5922984 The complaint Mr and Mrs W are complaining about the way Liverpool Victoria Insurance Company Limited (‘LV’) has handled the settlement of his car insurance claim and the way its call handlers have spoken to them. Mr W has acted on behalf of both himself and Mrs W in this co... (2 pages)View decision -
Decision Reference DRN-6109986
13 Feb 2026 Wakam UpheldInsuranceDRN-6109986 The complaint Mr H’s complaint is about the handling of a claim under his commercial motor insurance policy with Wakam. What happened I have issued two provisional decisions on this matter already, which set out the full details of what has happened in this claim and the det... (5 pages)View decision -
Decision Reference DRN-5960470
13 Feb 2026 National House-Building Council UpheldInsuranceDRN-5960470 The complaint Miss A complains about National House-Building Council’s decision to decline a claim she made under her property warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss A had a new ... (3 pages)View decision -
Decision Reference DRN-5856232
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5856232 The complaint Mr G complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of ... (5 pages)View decision -
Decision Reference DRN-6030818
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6030818 The complaint Miss R complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the limit on both. What happened Miss R applied for an Aqua credit card in January 2022. In her application, Miss R said she was employed w... (5 pages)View decision -
Decision Reference DRN-5964602
13 Feb 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5964602 The complaint Miss L complains that the car she acquired through Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was misrepresented to her. What happened Miss L entered into a conditional sale agreement with Close Brothers in April 2024 for ... (3 pages)View decision -
Decision Reference DRN-6153570
13 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6153570 The complaint Mr H has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) the price of his motor insurance policy after saying he misrepresented the date he first got possession of his car. What happened I issued a provisional decision regarding this complain... (5 pages)View decision