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 381196 results
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Decision Reference DRN-5692191
23 Sep 2025 UNUM Limited Not upheldInsuranceDRN-5692191 The complaint Mr M complains that UNUM Limited (‘Unum’) unfairly declined his income protection insurance claim. What happened Mr M has a group income protection insurance policy through his employer, underwritten by Unum. Mr M made a claim following a period of absence star... (3 pages)View decision -
Decision Reference DRN-5628079
23 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5628079 The complaint Mr G complains that Santander UK Plc won’t refund a payment he made as a result of a scam. What happened Mr G explained he was the victim of an investment scam that involved a £5,000 international payment in March 2021 from his Santander account to a company I’... (2 pages)View decision -
Decision Reference DRN-5825313
23 Sep 2025 Zurich Insurance PLC UpheldInsuranceDRN-5825313 The complaint Miss W complains about Zurich Insurance PLC’s settlement of a claim she made after an escape of water damaged her flat. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss W owns the leas... (4 pages)View decision -
Decision Reference DRN-5384474
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5384474 The complaint Mrs K complains HSBC UK Bank Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs K fell victim to a several inv... (3 pages)View decision -
Decision Reference DRN-5657815
23 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5657815 The complaint Mr M complains about a false application marker recorded by CA Auto Finance UK Ltd (CAAF). Throughout his complaint, Mr M has used a representative. But, for ease, I’ll just refer to Mr M. What happened In March 2023, Mr M says his daughter saw a car she wanted... (4 pages)View decision -
Decision Reference DRN-5833350
23 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5833350 The complaint Mr W with the help of a friend representing him complains that Aviva Life & Pensions UK Limited have continued to delay a transfer to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Australia. What happened I set out the background to this case i... (4 pages)View decision -
Decision Reference DRN-5831850
23 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5831850 The complaint Mr W has complained that Aviva Life & Pensions UK Limited has declined his income protection claim. What happened Mr W took out a Living Cost Protection policy in April 2024 through an independent financial adviser. He made a claim when he wasn’t able to wo... (2 pages)View decision -
Decision Reference DRN-5723008
23 Sep 2025 Wakam Not upheldInsuranceDRN-5723008 The complaint Mr S complains Wakam unreasonably settled his motor insurance claim as 50/50 split liability. Wakam’s been represented for the claim and complaint at points. For simplicity I’ve referred to the representatives’ actions as being Wakam’s own. What happened In M... (3 pages)View decision -
Decision Reference DRN-5144301
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5144301 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded any of the cost of a holiday, paid for using his credit card, after there were problems with his flights. What happened The background to this complaint is well-known... (2 pages)View decision -
Decision Reference DRN-5672826
23 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5672826 The complaint Mr A’s complaint is about a claim he made on his U K Insurance Limited (‘UKI’) rent guarantee insurance policy. Mr A says there were considerable delays in progressing his claim which led to him experiencing financial loss. He’s also unhappy with the payments ... (3 pages)View decision
