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 388057 results
-
Decision Reference DRN-6063304
13 Jan 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6063304 The complaint Ms P is unhappy with the service she received from Aviva Life & Pensions UK Limited (Aviva) and the delays in transferring her pensions to consolidate them. Ms P said she doesn’t feel the compensation truly reflects the impact Aviva’s errors, delays and th... (10 pages)View decision -
Decision Reference DRN-5470856
13 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5470856 The complaint Mr W complains that Zurich Assurance Ltd (Zurich) unfairly declined his application for a five-year term assurance policy. He believes the decline was unreasonable given his medical position and says Zurich either made an incorrect underwriting decision or disc... (2 pages)View decision -
Decision Reference DRN-6044637
13 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6044637 The complaint Miss M complains that Bank of Scotland plc won’t give her a full refund of the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ve set out wha... (5 pages)View decision -
Decision Reference DRN-5985288
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5985288 The complaint Mr O’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-6075036
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6075036 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (9 pages)View decision -
Decision Reference DRN-6021526
13 Jan 2026 HSBC UK Bank Plc Not upheldInvestmentsDRN-6021526 The complaint Mr K has complained about the actions of HSBC UK Bank Plc when handling his requests to move money into his ISAs, and the information it gave him about this. What happened I have previously issued a provisional decision regarding this complaint. The following ... (6 pages)View decision -
Decision Reference DRN-6044638
13 Jan 2026 Rightcard Payment Services Limited Not upheldBanking and PaymentsDRN-6044638 The complaint Miss M complains that Right Card Payment Services Limited, trading as Lemfi, won’t reimburse her £590 she lost when she fell victim to an employment scam. What happened The circumstances of Miss M’s complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5706108
13 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5706108 The complaint Mr J complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-6070246
13 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6070246 The complaint Mr D complains about the way Liverpool Victoria Insurance Company Limited (LV) handled an escape of water claim he made under a home insurance policy he shares jointly with Mrs D. All reference to the insurer LV in my decision includes agents acting on its beha... (6 pages)View decision -
Decision Reference DRN-5873760
13 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5873760 The complaint Mrs C has complained about the fees and charges applied to her account by Santander UK Plc, in respect of her overdraft. What happened On 13 July 2020, Mrs C was provided with a £200 overdraft facility. This was then increased twice over a short period: to £400... (3 pages)View decision