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-5640901
22 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5640901 The complaint Mrs A has complained about the way British Gas Insurance Limited have handled her claim for a faulty boiler under the home emergency policy she had through them. What happened The details of what happened are well known to both parties, so I will just summarise... (2 pages)View decision -
Decision Reference DRN-5779584
22 Sep 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5779584 The complaint Mr and Mrs F complain that Lloyds Bank PLC trading as Scottish Widows Bank mis-sold them critical illness and life policies. Mr and Mrs F are represented in this complaint, but for ease, I will refer to all actions and comments as being theirs. What happened ... (3 pages)View decision -
Decision Reference DRN-5462335
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5462335 The complaint Mr W complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background o... (4 pages)View decision -
Decision Reference DRN-5666863
22 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5666863 The complaint Mr P complains that St James’s Place UK plc (‘SJP’) charge exit penalties which he was not aware of, meaning that he is unable to move his pension funds to another provider with total freedom. During the course of his correspondence with this service, Mr P has... (4 pages)View decision -
Decision Reference DRN-5350062
22 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5350062 The complaint Mr T complains that a car supplied to him under a hire purchase agreement with BMW Financial Services GB Limited trading as Alphera Financial Services (AFS) is of unsatisfactory quality. Mr T also complained that the vehicle was misrepresented to him. What happ... (7 pages)View decision -
Decision Reference DRN-5759668
22 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5759668 The complaint Mrs E complains about the way Domestic & General Insurance Plc (D&G) have handled a claim she made under her boiler breakdown cover. What happened The details of what happened are well known to both parties, so I will just summarise them here. • Mrs E h... (2 pages)View decision -
Decision Reference DRN-5775981
22 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5775981 The complaint Mr S is unhappy U K Insurance Limited (UKI) declined a claim made under his buildings insurance policy. Any references to UKI include its agents. What happened In May 2025 Mr S noticed water damage to his lounge floor. The leak came from the adjacent bathroom... (2 pages)View decision -
Decision Reference DRN-5324742
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5324742 The complaint Mr M complains Wise Payments Limited (“Wise”) failed to protect him from financial harm, which led to him losing money to a scam. Mr M has appointed a professional representative to represent him in his complaint, but for ease. I will simply refer to Mr M throu... (3 pages)View decision -
Decision Reference DRN-5658395
22 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5658395 The complaint Mr A has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under his home insurance policy. References to Accredited include companies acting on its behalf. What happened Mr A made a claim for storm damage to his roof. A... (3 pages)View decision -
Decision Reference DRN-5811253
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5811253 The complaint Mr and Mrs B complain that Santander UK Plc should pay them more compensation after it admitted providing poor service when it blocked Mrs B’s debit card in error and there was a delay before she had an operational new card and Personal Identification Number (‘... (3 pages)View decision
