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 382298 results
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Decision Reference DRN-5833799
12 Nov 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5833799 The complaint Mr T complains that Zempler Bank Limited (“Zempler”) unfairly recorded a default against him. What happened Mr T opened an account with Zempler, which was previously called Advanced Payment Solutions Limited (“Cashplus”). In June 2023 a freeze was applied to ... (3 pages)View decision -
Decision Reference DRN-5945578
12 Nov 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5945578 The complaint Miss K is unhappy with AA Underwriting Insurance Company Limited’s handling of her home insurance claim for an escape of water and its decision to cancel her policy prior to the end of the policy year, due to the undeclared extent of the flat roof at her home. ... (6 pages)View decision -
Decision Reference DRN-5946382
12 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5946382 The complaint Mr E complains that Santander UK Plc irresponsibly provided him with credit. Mr E is supported in bringing this complaint by a representative. But, for ease, I’ll mostly refer to actions and submissions as being those of Mr E himself. What happened Santander ... (6 pages)View decision -
Decision Reference DRN-5777631
12 Nov 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5777631 The complaint Mr M complains that MetLife Europe d.a.c. declined his claim for a hospitalisation benefit under his personal accident policy. What happened Mr M’s policy with MetLife started on 20 April 2023. He was hospitalised in October 2023 due to a stroke, and he made a... (3 pages)View decision -
Decision Reference DRN-5741341
12 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5741341 The complaint Mrs R complains about repairs carried out by Accelerant Insurance Europe SA/NV UK Branch following a claim made on her commercial vehicle insurance policy. Reference to Accelerant includes its agents. What happened Mrs R’s car was damaged in an accident. She ma... (2 pages)View decision -
Decision Reference DRN-5945211
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5945211 The complaint Mr W complains Santander UK Plc (“Santander”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mr W’s’ complaint should be partially upheld. And I said I’d consider anyt... (7 pages)View decision -
Decision Reference DRN-5946509
12 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5946509 The complaint Mr and Mrs B complained that Ageas Insurance Limited (“Ageas”) unfairly declined their claim for damage caused by a storm, under their home insurance policy. What happened Mr and Mrs B made a claim to Ageas when bad weather caused rainwater to enter through the... (3 pages)View decision -
Decision Reference DRN-5895393
12 Nov 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5895393 The complaint Mr B is unhappy that Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) took away his access to his SIPP and ISA history when he transferred his accounts away. He says this caused him a financial loss and he is unhappy with the delay in providin... (8 pages)View decision -
Decision Reference DRN-5926744
12 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5926744 The complaint Ms B complains that she was given incorrect information by The Prudential Assurance Company Limited (“Prudential”) about being able to receive her pension benefits early due to ill-health. What happened Ms B holds pension savings with Prudential. In July 2025 M... (3 pages)View decision -
Decision Reference DRN-5715115
12 Nov 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5715115 The complaint Miss G complains that a car acquired under a conditional sale agreement through Volvo Car Financial Services UK Limited (“VCFS”) wasn’t of satisfactory quality when it was supplied to her. At times during this complaint, Miss G has been represented. But for ea... (5 pages)View decision
