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-5456676
27 Aug 2025 AXA Versicherung Aktiengesellschaft UpheldInsuranceDRN-5456676 The complaint Ms C complains about how AXA Versicherung Aktiengesellschaft (AXA) handled and settled a claim she made following damage to three rugs which she had placed in storage. What happened In November 2000 Ms C arranged to store the contents of her home within a ware... (4 pages)View decision -
Decision Reference DRN-5777368
27 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5777368 The complaint Mr T complains about charges he was asked to pay by LeasePlan UK Limited (LeasePlan) when he returned a car he had been financing through an agreement with them. What happened I issued my provisional decision on this complaint early this month. An extract from... (4 pages)View decision -
Decision Reference DRN-5570332
27 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5570332 The complaint Mrs S complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs S under a hire purchase agreement with MotoNovo Finance that she signe... (4 pages)View decision -
Decision Reference DRN-5531359
26 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5531359 The complaint Mr and Mrs G are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their home emergency claim and they’d like the cost of repair reimbursed. Mr and Mrs G had home insurance underwritten by RSA, which included home emergency cover. ... (3 pages)View decision -
Decision Reference DRN-5554044
26 Aug 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5554044 The complaint Mr N has complained that Legal and General Assurance Society Limited (L & G) did not make him aware that taking the benefits from his late father’s annuity as a lump sum would cause him to incur a tax charge from His Majesty’s Revenue and Customs (HMRC) Mr ... (4 pages)View decision -
Decision Reference DRN-5777502
26 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5777502 The complaint Mr and Mrs H have complained about the way Liverpool Victoria Insurance Company Limited has handled their claim under their home insurance policy. What happened Mr and Mrs H made a claim for a leak in the water supply pipe at their property in September 2022. L... (3 pages)View decision -
Decision Reference DRN-5663454
26 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5663454 The complaint Mrs V complains that Santander UK Plc (Santander) has treated her unfairly in relation to its obligations with regard to a payment she made using her credit card. What happened In November 2024, Mrs V made a payment of £2,807.84 using her Santander credit card.... (4 pages)View decision -
Decision Reference DRN-5506748
26 Aug 2025 GROVE & DEAN LIMITED Not upheldInsuranceDRN-5506748 The complaint Mr P has complained that Grove & Dean Ltd (G&D) wrongly renewed his motor home insurance policy without his permission. When Mr P tried to cancel this some months later with G&D, Mr P said it unfairly applied a cancellation fee and asked Mr P to pay... (3 pages)View decision -
Decision Reference DRN-5750985
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750985 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t provide him a level of forbearance he feels they should have provided in consideration of his mental health and his poor financial position. What happened Mr G has a credit account with ... (3 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision
