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 370149 results
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Decision Reference DRN-5510350
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510350 The complaint Mr A is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened Mr A says that he wanted to help family members overseas to obtain a ‘Certificate of Sponsorship’ (“CoS”) that would allow them to gain employment in the care secto... (4 pages)View decision -
Decision Reference DRN-5517462
30 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5517462 The complaint Mrs C complained that AXA Insurance UK Plc (“AXA”) unfairly declined a theft claim for designer handbags, under her home contents insurance policy. Mrs C is represented by Mr D in her complaint. I’ll refer to Mrs C throughout my decision for ease. What happened... (3 pages)View decision -
Decision Reference DRN-5216523
30 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5216523 The complaint Mrs B complains that Phoenix Life Limited won’t update the name on her pension policy to enable her to transfer to a drawdown plan with another provider. What happened In 1994 prior to her marriage Mrs B started two pension policies with predecessor businesses... (3 pages)View decision -
Decision Reference DRN-5627695
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627695 The complaint The estate of Mr D complains about how Santander UK Plc managed Mr D’s mortgage after he sadly died. The estate is particularly concerned about delays in a remortgage application made by Mrs D, who wished to take this mortgage on herself. Mrs D brings this comp... (6 pages)View decision -
Decision Reference DRN-5657037
30 Jun 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5657037 The complaint Mr S has complained that because of an error by Arthur J. Gallagher Insurance Brokers Limited (AJG) his private hire insurance policy was avoided and his claim under it declined. What happened AJG arranged a private hire insurance policy for Mr S in August 202... (4 pages)View decision -
Decision Reference DRN-5625122
30 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5625122 The complaint Mr M complained about Nationwide Building Society (‘Nationwide’) blocking a payment and then delaying payment after the block was removed. He was unhappy that Nationwide hadn’t communicated effectively, so he’d been unaware payment hadn’t been made. To put thi... (3 pages)View decision -
Decision Reference DRN-5655686
30 Jun 2025 BROWN & BROWN INSURANCE BROKERS (UK) LIMITED UpheldInsuranceDRN-5655686 The complaint Brown & Brown Insurance Brokers (UK) Limited (“B & B”) provided the administration of Mrs B’s home insurance policy. Mrs B is unhappy her policy was cancelled without her permission, which led her to unknowingly being uninsured. Mrs B is also unhappy wi... (3 pages)View decision -
Decision Reference DRN-5656637
30 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5656637 The complaint Mrs H is unhappy with the repairs carried out by British Gas Insurance Limited to her dishwasher and toilet under her plumbing and drainage insurance policy. She says her property has been left with further damage. When referring to British Gas, this includes i... (4 pages)View decision -
Decision Reference DRN-5628703
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5628703 The complaint Mr C complains that NewDay Ltd trading as Marbles and Fluid (NewDay) acted irresponsibly when agreeing to open two credit card accounts, and to subsequent credit limit increases for one of the credit cards. What happened In July 2020 Mr C applied for a credit c... (4 pages)View decision -
Decision Reference DRN-5558552
30 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5558552 The complaint Mrs B has complained that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) failed to inform her that she would be liable for excess mileage charges and additional hire rental charges when she purchased her car at the end of her hire a... (4 pages)View decision
