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-5917499
26 Nov 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5917499 The complaint Mr A complains First Central Underwriting Limited (First Central) has declined to deal with his claim and avoided his motor insurance policy. Mr A is being represented in this complaint, but as Mr A is the policyholder, and for ease, I’ve referred to him throug... (3 pages)View decision -
Decision Reference DRN-5978470
26 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5978470 The complaint Miss I complains that, owing to U K Insurance Limited’s (UKI) poor service she was unable to retain her cherished number plate (the plate) following a claim on her motor insurance policy. What happened Miss I’s lease car, which carried the plate, was stolen in ... (8 pages)View decision -
Decision Reference DRN-5961616
26 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5961616 The complaint Miss N complains about her Vanquis Bank Limited loan. What happened Given the facts of this complaint are extensive and well known to both parties, I won’t go over every detail here; instead, I’ll summarise the key events up until this point: • Miss N applied... (5 pages)View decision -
Decision Reference DRN-5812329
26 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5812329 The complaint Mrs J complained that following an accident U K Insurance Limited (“UKI”) handled her claim poorly which meant it didn’t refund her excess payment, under her motor insurance policy. What happened Mrs J was involved in a collision when driving. She said the othe... (3 pages)View decision -
Decision Reference DRN-5959290
26 Nov 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5959290 The complaint Ms B complains that she had problems with moving money from her J.P. Morgan Europe Limited trading as Chase account, for completion of a house purchase. And that she consequently lost interest on savings. What happened In the summer of 2023, Ms B and her husban... (3 pages)View decision -
Decision Reference DRN-5978495
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5978495 The complaint Miss B complains that Lendable Ltd (“Lendable”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially, was suffering from mental health issues and had a gambling addiction. What happened... (4 pages)View decision -
Decision Reference DRN-5966136
26 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5966136 The complaint Mrs B complains about the way Bank of Scotland plc trading as Halifax (“Halifax”) managed her mortgage. What happened Mrs B took out a mortgage with Halifax in 2017. The mortgage had an initial fixed interest rate of 1.94% that ended on 30 September 2022. After... (6 pages)View decision -
Decision Reference DRN-5763112
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5763112 The complaint Mr D complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided him with an overdraft he couldn’t afford, failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties and ... (4 pages)View decision -
Decision Reference DRN-5977200
26 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5977200 The complaint Ms A and Ms C were unhappy with how their claim was handled by AXA Insurance UK Plc (“AXA”) under their home insurance policy. What happened Ms A and Ms C made a claim to AXA following damage caused by an escape of water incident. However, Ms A and Ms C were un... (4 pages)View decision -
Decision Reference DRN-5808727
26 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5808727 The complaint Ms M has complained about her tenants’ contents insurer AXA Insurance UK Plc because it has refused to settle with her for a kitchen in an outbuilding damaged by a fire. During the claim and complaint Ms M has been represented by a company K. For ease of readi... (3 pages)View decision
