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 381194 results
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Decision Reference DRN-5754373
4 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5754373 The complaint Mrs D complains that a failure by Scottish Equitable Plc trading as Aegon (“Aegon”) to gather sufficient information before the completion of a transfer of her pension benefits meant that the investment of her pension savings was delayed. What happened Mrs D ha... (4 pages)View decision -
Decision Reference DRN-5926340
4 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5926340 The complaint Mr and Mrs P complain about how AXA Insurance UK Plc handled their claim following a fire at their home. What happened In May 2024 Mr and Mrs P’s home was badly damaged by a fire which started in their garden. They made a claim under their household buildings a... (2 pages)View decision -
Decision Reference DRN-5706269
4 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5706269 The complaint Mr R complains that Santander UK Plc won’t refund him after he sent funds to what he considers to be an investment scam. Mr R is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr R di... (5 pages)View decision -
Decision Reference DRN-5910780
4 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5910780 The complaint Mr K, through his representative, complains that MONEYBARN NO.1 LIMITED approved a car finance agreement for him which he could not afford to repay. Mr K’s representative submits that the decision to provide credit to him was irresponsible and unfair. It claims... (3 pages)View decision -
Decision Reference DRN-5893681
4 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5893681 The complaint Mr M complains that Lloyds Bank PLC (“Lloyds”), have failed to refund money that he lost as part of an investment scam. What happened A friend of Mr M introduced him to a crypto firm that turned out to be scammers. I will call this firm C. Mr M was persuaded to... (3 pages)View decision -
Decision Reference DRN-5925029
4 Nov 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5925029 The complaint Mrs H’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by providing her with a loan that she couldn’t afford. In bringing the complaint, Mrs H is represen... (6 pages)View decision -
Decision Reference DRN-5918983
4 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5918983 The complaint Mr H and Miss W complain that Admiral Insurance (Gibraltar) Limited, treated them unfairly when their policy was voided when they attempted to make a claim on it. What happened Mr H and Miss W contacted Admiral to make a claim on their home insurance policy fol... (3 pages)View decision -
Decision Reference DRN-5926376
4 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5926376 The complaint Miss L complains about how U K Insurance Limited (UKI) handled a claim made under her buildings insurance policy. Any references to UKI includes its agents. What happened In January 2025, Miss L says storm conditions damaged her the roof of her home. She made... (4 pages)View decision -
Decision Reference DRN-5725697
4 Nov 2025 RAC Insurance Limited Not upheldInsuranceDRN-5725697 The complaint Mr M’s complaint is about the refusal of a claim made under the legal expenses section of his home insurance policy with RAC Insurance Limited. What happened In September 2024, Mr M contacted RAC as he wanted cover in relation to a claim against his union, for ... (4 pages)View decision -
Decision Reference DRN-5739642
4 Nov 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5739642 The complaint Mrs M was supplied with a caravan through a hire purchase agreement with Propensio Finance Limited. She’s unhappy with how the agreement refers to the deposit and payments, and she’s also unhappy with the terms of the Holiday Park the caravan is sited on. What... (3 pages)View decision
