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 367300 results
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Decision Reference DRN-5404761
18 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5404761 The complaint Mr S complains that esure Insurance Limited (“esure”) unfairly recorded him at-fault for an accident and didn’t tell him he could add a replacement car to his motor insurance policy. What happened In January 2024 Mr S collided with a large animal whilst he was ... (3 pages)View decision -
Decision Reference DRN-5404496
18 Mar 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5404496 The complaint Mr S complains that Vanquis Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £5,000 loan by Vanquis in November 2022. The loan term was 36 months and Mr S was required to make monthly repayments of around £204. Mr S s... (3 pages)View decision -
Decision Reference DRN-4950435
18 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4950435 The complaint Miss B has complained about the way AXA Insurance UK Plc handled a claim she made under her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Miss B got in touch with AXA about crack damage to an out... (4 pages)View decision -
Decision Reference DRN-5404961
18 Mar 2025 Forester Life Limited Not upheldInvestmentsDRN-5404961 The complaint Mr D, who is represented by his father, complains Forester Life Limited trading as Foresters Financial switched his Child Trust Fund without authority to do so. What happened In October 2024 Mr D’s father complained to Forester Financial that it had switched th... (2 pages)View decision -
Decision Reference DRN-4937078
18 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4937078 The complaint Mrs O is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In June 2022 Mrs O was supplied with a used car through a conditional sale agreement with... (4 pages)View decision -
Decision Reference DRN-5400734
18 Mar 2025 Forester Life Limited Not upheldInvestmentsDRN-5400734 The complaint Mr F complained about Forester Life Limited t/a Foresters Financial (Foresters). He said Foresters delayed opening his stocks and shares ISA. He said as he wasn’t able to invest his money during this time, he incurred a loss. He said the amount he invested also... (5 pages)View decision -
Decision Reference DRN-5396825
18 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5396825 The complaint Mr H has complained about his home insurer U K Insurance Limited regarding poor repairs completed by it in response to a subsidence claim he made. What happened Mr H made a claim to UKI when he noted crack damage at his home. It accepted a claim for subsidence... (3 pages)View decision -
Decision Reference DRN-5401319
18 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5401319 The complaint Miss S complains Barclays Bank UK PLC (Barclays) provided poor customer service when she requested the switch of her bank account to them to be cancelled. What happened Miss S says on 21 August 2024 she completed an online request to switch her existing bank ac... (3 pages)View decision -
Decision Reference DRN-5402728
18 Mar 2025 Essential Risk Solutions Limited Not upheldInsuranceDRN-5402728 The complaint The estate of Mr T complains that Essential Risk Solutions Limited trading as Waddle Insurance mis-sold Mr T two protection insurance policies. Mr T’s estate is represented by Ms D. What happened In 2018, Waddle had sold Mr T two life assurance policies. One ... (4 pages)View decision -
Decision Reference DRN-5404651
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5404651 The complaint Mrs N’s representative complains on her behalf that Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined her claim on her home insurance policy for malicious damage. References to Mrs N, or her representative, will include the othe... (4 pages)View decision
