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 361839 results
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Decision Reference DRN-5253977
21 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5253977 The complaint Mr M and Mrs W’s complaint is about the handling of a claim under their legal expenses insurance policy with ARAG Legal Expenses Insurance Company Limited. Mr M has been the main correspondent on the complaint, so I will refer to him throughout. What happened M... (6 pages)View decision -
Decision Reference DRN-5413621
21 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5413621 The complaint Mr Y complains about the funds he holds in his stocks and shares ISA with Trading 212 UK Limited, and he is unhappy with the level of assistance they’ve provided when he’s asked them to help change the funds. What happened When Mr Y opened his account with £20,... (3 pages)View decision -
Decision Reference DRN-5366641
21 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5366641 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for storm damage, under his home buildings insurance policy. What happened In September 2024 Mr H says a storm with high winds and heavy rain damaged his roof. The rainwater ingre... (2 pages)View decision -
Decision Reference DRN-5322042
21 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5322042 The complaint Mr L complains about the way Liverpool Victoria Insurance Company Limited (LV) handled his claim, under his home insurance policy with them. What happened Mr L had a home insurance policy with LV, that provided buildings and contents cover, which renewed in Jul... (3 pages)View decision -
Decision Reference DRN-5327913
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5327913 The complaint Mr S complains that Santander UK Plc have failed to return funds he mistakenly transferred to one of their customers in August 2023. What happened On 9 August 2023 Mr S made a transfer of £968.86 in error to an account held with Santander. He contacted his bank... (2 pages)View decision -
Decision Reference DRN-5415830
21 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5415830 The complaint Mr B complains about how Advantage Insurance Company Limited handled and settled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr B holds a motor insurance policy with Advantage. When he was involved in... (4 pages)View decision -
Decision Reference DRN-5412365
21 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5412365 Complaint Mrs C complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Mrs C is being ... (4 pages)View decision -
Decision Reference DRN-5150033
21 Mar 2025 ReAssure Limited Not upheldInsuranceDRN-5150033 The complaint Mr M and Mr S complain as trustees of the S Trust about the way ReAssure Limited has administered the pay out of a bond (which was originally taken out by their mother, Mrs S). What happened In February 1998, Mrs S took out a Skandia Life (now ReAssure) PETA B... (5 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-5368619
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5368619 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited recorded a claim against his policy and the effect that had on his premium. What happened Mr O holds a policy with Admiral. When his daughter was involved in an accident, they called to let Admiral ... (2 pages)View decision
