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 380824 results
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Decision Reference DRN-5773137
23 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5773137 The complaint Ms M complains as an Administrator of the estate of Mr M about Intact Insurance UK Limited’s (“IIUKL”) handling of the renewal of Mr M’s home insurance policy and about the service she received during a phone call. What happened Ms M says the home insurance po... (3 pages)View decision -
Decision Reference DRN-5834033
23 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5834033 The complaint Ms K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms K was trying to help her sister get a visa to move to the UK. Ms K was introduced to an individual I’ll refer to as M, by a... (3 pages)View decision -
Decision Reference DRN-5834773
23 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5834773 The complaint Mrs G and Mr G have complained about the decline and handling of a claim made under their travel insurance policy by AWP P&C S.A. What happened The background to this complaint is well known the parties so it serves no purpose for me to repeat it in detail ... (2 pages)View decision -
Decision Reference DRN-5531586
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5531586 The complaint Mr J is unhappy that Metro Bank PLC won’t reimburse money he lost to a scam. Mr J is represented by a third-party claims firm, but I will refer to Mr J here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5776817
23 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5776817 The complaint Mr C complains that a car acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (‘Volvo Car FS’). What happened In November 2024 Mr C was supplied with a brand-new car through a conditional sale agreement with Volvo Car FS. Th... (3 pages)View decision -
Decision Reference DRN-5658159
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5658159 The complaint D, a limited company, complains that AXA Insurance UK Plc has unfairly declined a claim under their business protection insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What... (3 pages)View decision -
Decision Reference DRN-5681746
23 Sep 2025 Thacker Fairweather UpheldPensions and AnnuitiesDRN-5681746 The complaint Mr L has complained about the advice he received from Thacker Fairweather (‘TF’) to transfer his existing Self-invested Personal Pension (‘SIPP’) and Individual Savings Account (‘ISA’) to a new provider. He’s said the transfer was unnecessary because he investe... (8 pages)View decision -
Decision Reference DRN-5833940
23 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5833940 The complaint Mr B complains about the ending of a hire agreement he had with Motability Operations Limited. What happened In June 2024, Mr B took out a hire agreement with Motability to get a brand new car. Under the agreement, Mr B made an advance payment of about £1,100 a... (4 pages)View decision -
Decision Reference DRN-5709528
23 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5709528 The complaint Mr L complains that Toyota Financial Services (UK) PLC trading as Lexus Financial Services (Toyota) lent to him irresponsibly. What happened On 30 June 2021, Mr L entered into a finance agreement with Toyota as shown below, to buy a new car. Mr L fell behind w... (3 pages)View decision -
Decision Reference DRN-5644234
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5644234 The complaint B, a charitable body, has complained Santander UK plc did nothing to protect them from being the victim of a scam. What happened Both Mr P, an authorised signatory for B, and B have accounts with Santander. Mr P is able to see both his personal and B’s separate... (3 pages)View decision
