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-5636649
7 Sep 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5636649 The complaint Mr and Mrs C have complained that HCC International Insurance Company Plc (“HCC”) unfairly declined their claim for loss of rent after an escape of water at their holiday let. What happened In July 2024, following an escape of water at a property Mr and Mrs C u... (3 pages)View decision -
Decision Reference DRN-5802291
7 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5802291 The complaint Mr M and Mrs V complained about Liverpool Victoria Insurance Company Limited’s (“LV”) handling of their claim for damage due to water ingress, under their home buildings insurance policy. I’ll refer to Mrs V in my decision for ease. What happened Mrs V noticed... (6 pages)View decision -
Decision Reference DRN-5609570
7 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5609570 The complaint Mr K is unhappy as he feels Interactive Investor Services Limited (‘IISL’) executed his trades late, causing him a financial loss. What happened Mr K holds a investment portfolio on the IISL platform. On 10 th March 2025, he submitted two sell orders – one for ... (2 pages)View decision -
Decision Reference DRN-5589185
7 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5589185 THE COMPLAINT Miss U complains Barclays Bank UK PLC (“Barclays”) will not reimburse her money she says she lost when she fell victim to a scam. Miss U is represented by Refundee in this matter. However, where appropriate, I will refer to Miss U solely in this decision for ... (4 pages)View decision -
Decision Reference DRN-5659354
6 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5659354 The complaint Mr H, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr H took out a loan for £300 over 18 months from Loans 2 Go on 6 March 2024. The weekly repayments were £61.67. He says Loans 2 Go did not do enough checks at the... (3 pages)View decision -
Decision Reference DRN-5616476
6 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5616476 The complaint Ms H, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened This complaint is about a 36-month instalment loan for £5,000 that 118 118 Money provided to Ms H on 15 January 2023. The monthly repa... (3 pages)View decision -
Decision Reference DRN-5606778
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606778 The complaint Mrs B complains about the date of a default that Santander UK plc has reported to the credit reference agencies about her credit card account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as f... (3 pages)View decision -
Decision Reference DRN-5786912
5 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5786912 The complaint Mr J complains about the way that The Prudential Assurance Company Limited (Prudential) treated him in connection with the payment of pension policies. What happened The events leading to this complaint are well known to both parties involved. So, I only intend... (7 pages)View decision -
Decision Reference DRN-5552055
5 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5552055 The complaint Mrs D complains about how Red Sands Insurance Company (Europe) Limited has dealt with a claim she made on a pet insurance policy. Red Sands is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (2 pages)View decision -
Decision Reference DRN-5529183
5 Sep 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5529183 The complaint Ms R complains about Casualty & General Insurance Company (Europe) Ltd’s decision to decline a claim she made on a pet insurance policy. What happened Ms R took out a pet insurance policy on 14 January 2025. On 5 February 2025 Ms R took her cat, Z, to the v... (3 pages)View decision
