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 377693 results
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Decision Reference DRN-5863158
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5863158 The complaint Mr S complains about actions taken by Santander UK Plc (‘Santander’). And he feels that Santander’s complaint handlers discriminated against him during phone calls by ignoring the fact he has particular requirements following a life-changing health event in disreg... (5 pages)View decision -
Decision Reference DRN-5536750
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5536750 The complaint Mx C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t honoured an offer it made her in relation to a claim she made on her credit card account. What happened Mx C paid for the supply and fit of some blinds using her Barclaycard credit card. Mx C... (4 pages)View decision -
Decision Reference DRN-5839775
6 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5839775 The complaint Mrs S complains that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) unfairly declined her claim and cancelled her home insurance policy. Mrs S is being represented with this complaint. But for ease, I will refer to all actions and comments as tho... (3 pages)View decision -
Decision Reference DRN-5845839
27 Sep 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5845839 The complaint Mr M complains about Helvetia Global Solutions Ltd (“Helvetia”) for declining his claim for damage to his sofa. He wants Helvetia to repair or replace his sofa cushion cover. What happened Mr M bought two sofas in December 2022 for around £2000. At the time of ... (2 pages)View decision -
Decision Reference DRN-5843449
27 Sep 2025 ST. JAMES'S PLACE UK PLC UpheldInvestmentsDRN-5843449 The complaint Mr and Mrs W’s complaint, in essence, is that St. James’s Place UK Plc (“St James’s”) moved the goalposts and extended the suspension period for its property fund, which was held in their investment bond, beyond the six months period it had originally given the... (2 pages)View decision -
Decision Reference DRN-5844919
27 Sep 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5844919 The complaint Mr and Mrs K complain that Clydesdale Bank Plc trading as Virgin Money didn’t put a new interest rate product in place for their mortgage. Their mortgage went onto the standard variable rate, causing them financial loss and stress. What happened Mr and Mrs K’s ... (5 pages)View decision -
Decision Reference DRN-5703989
27 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703989 The complaint Mr C complains about Aviva Insurance Limited (“Aviva”) about the decision to decline cover for his watch, when it was stolen. He wants Aviva to cover the loss. What happened Mr C holds high net worth insurance, on the basis of covering ‘all risks’. He had a num... (3 pages)View decision -
Decision Reference DRN-5845817
27 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5845817 The complaint Mr B complains that Tesco Underwriting Limited’s approved repairer didn’t fix some of the damage to his car after an accident. What happened Mr B had a Tesco motor insurance policy. His car was damaged in an accident in July 2024 and he made a claim on his poli... (4 pages)View decision -
Decision Reference DRN-5557902
26 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5557902 The complaint Mr and Mrs H have complained that AmTrust Specialty Limited (“AmTrust”) unfairly declined a claim they made under their building warranty. What happened In 2021, Mr and Mrs H bought a newly built property which came with a 10-year building warranty, which was u... (4 pages)View decision -
Decision Reference DRN-5820984
26 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5820984 The complaint Mrs B and Mr B complain about Lloyds Bank General Insurance Limited (“Lloyds”) for the way it handled their claim for damage to their home. They feel that Lloyds failed to make reasonable adjustments for them, and they want an apology and for Lloyds to change i... (3 pages)View decision
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