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-5784021
22 Sep 2025 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5784021 The complaint Ms T complains that Bank of Ireland (UK) plc (‘BOI’) weren’t clear when she took out her loan that interest was front loaded and she’d pay an early repayment charge (‘ERC’) for paying it off early. She’s unhappy that she didn’t receive her terms and conditions ... (3 pages)View decision -
Decision Reference DRN-5661902
22 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5661902 The complaint Mr U complains about how AXA Insurance UK Plc dealt with liability for a claim on his motor insurance. What happened Mr U had motor insurance underwritten by AXA. In June 2024, he was involved in a car accident. The third party’s insurer (TPI) blamed Mr U for t... (2 pages)View decision -
Decision Reference DRN-5773858
22 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5773858 The complaint Mr S’ complaint is about a claim he made on his U K Insurance Limited trading as Direct Line “UKI” landlord’s legal expenses insurance policy, which UKI declined. Mr S says UKI treated him unfairly. He wants them to pay the arrears of rent his tenant is in and... (3 pages)View decision -
Decision Reference DRN-5648532
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5648532 The complaint E complains that British Gas Insurance Limited has provided poor service when E called it on 23 October 2024. E says it spent two hours on the phone before the call dropped. The agent didn’t return the call to E and this resulted in E needing to call back, spen... (3 pages)View decision -
Decision Reference DRN-5563616
22 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5563616 The complaint Mr G complains that The Co-operative Bank Plc (‘Co-op’) won’t reimburse funds he lost to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around February 2017, ... (3 pages)View decision -
Decision Reference DRN-5833344
22 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5833344 The complaint Ms H complained that Ageas Insurance Limited (Ageas) unfairly declined her claim for storm damage to her roof, under her home buildings insurance policy. What happened Ms H said her Dorma roof was damaged during a storm. She contacted Ageas to make a claim. She... (3 pages)View decision -
Decision Reference DRN-5711210
22 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5711210 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made in about 2011. Someone imported t... (4 pages)View decision -
Decision Reference DRN-5833216
22 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5833216 The complaint Mr F complains that Santander UK Plc (Santander) won’t refund the money he lost when he fell victim to a job scam. Mr F is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is we... (7 pages)View decision -
Decision Reference DRN-5776441
22 Sep 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5776441 The complaint Mrs D complains about how her insurer, Acromas Insurance Company Limited (Acromas) valued her vehicle as a total loss following an accident Any reference to Acromas in this decision includes their agents. What happened In February 2025 Mrs D’s vehicle was inv... (3 pages)View decision -
Decision Reference DRN-5534777
22 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5534777 THE COMPLAINT Mr A complains that Lendable Ltd (“Lendable”) is holding him liable for a loan taken out due to a scam. Mr A also says that he cannot afford to make repayments towards the loan. WHAT HAPPENED The circumstances of this complaint are well known to all parties c... (2 pages)View decision
