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 384133 results
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Decision Reference DRN-5640201
2 Dec 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5640201 The complaint Mr J complains about the end of contract charges in relation to a vehicle that was supplied through a motor finance agreement with Tesla Financial Services Limited (TFS). What happened In September 2021, Mr J acquired a new car using a conditional sale agreemen... (4 pages)View decision -
Decision Reference DRN-5954569
2 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5954569 The complaint The estate of Mr H complains that Legal and General Assurance Society Limited avoided his life insurance policy and refused to pay a claim. The estate is represented by Mrs H. What happened The background to this complaint is well known to the parties, so I w... (4 pages)View decision -
Decision Reference DRN-5944274
2 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5944274 The complaint V, a limited company, is represented by its director – who I’ll refer to a “Mr N”. He complains that Santander UK Plc unfairly closed his business accounts. What happened Much of this complaint bears similarities with Mr N’s complaint about his personal account... (3 pages)View decision -
Decision Reference DRN-5992063
2 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5992063 The complaint Mrs D complains that Allianz Insurance Plc has unfairly declined a claim under her pet insurance policy. Where I refer to Allianz, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgr... (4 pages)View decision -
Decision Reference DRN-5760051
2 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5760051 The complaint Miss C’s complaint is about a claim she made on her INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which was declined. Miss C says Intact treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-5833911
2 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5833911 The complaint Ms O complains Bank of Scotland plc, trading as Halifax, (“BoS”) closed her accounts without explanation. Ms O says BoS’ actions have caused her significant distress and inconvenience. What happened The details of this complaint are well known by both parties, ... (3 pages)View decision -
Decision Reference DRN-5944031
2 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5944031 The complaint Mr N complains that Santander UK Plc unfairly closed his personal accounts and provided him with a poor level of service, when carrying out its Know Your Customer (KYC) process. What happened In December 2023, Santander wrote to Mr N asking him to contact the b... (4 pages)View decision -
Decision Reference DRN-5829758
2 Dec 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5829758 The complaint Mr R complains about the claim settlement offer for his van by Sabre Insurance Company Limited on his van insurance policy. What happened Mr R took out a policy with Sabre in mid-October 2024. His van was unfortunately stolen in late-November 2024. Mr R raised ... (2 pages)View decision -
Decision Reference DRN-5840227
2 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5840227 The complaint Mr N complains that Liverpool Victoria Insurance Company Limited (LV) settled another driver’s claim made on his motor insurance policy when it was exaggerated. What happened Mr N said he hit another driver’s car causing a small scratch. LV accepted liability ... (2 pages)View decision -
Decision Reference DRN-5973160
2 Dec 2025 West Bay Insurance Plc UpheldInsuranceDRN-5973160 The complaint Mr S has complained about the way West Bay Insurance Plc handled a claim against his motor policy for damage to an electric gate which also caused Mr S’ motorhome to be a total loss. West Bay has confirmed it is the correct business against whom this complaint... (5 pages)View decision
