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-4886244
19 Aug 2025 Phoenix Life Limited Not upheldInsuranceDRN-4886244 The complaint Mr O as Trustee for the O Trust complains about Phoenix Life Limited’s administration of a reviewable whole of life policy. He complains that the policy has been mismanaged by Phoenix Life, levying unreasonable and excessive charges to avert its liability. He’d... (4 pages)View decision -
Decision Reference DRN-5625070
19 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5625070 The complaint Mr and Mrs T have complained about the settlement offered by Aviva Insurance Limited after they made a claim under their home insurance policy. Whilst the policy is in joint names, Mrs T has dealt with the claim. So I’ll mainly refer to her in this decision. ... (2 pages)View decision -
Decision Reference DRN-5542739
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542739 The complaint Ms L complains that Santander UK Plc didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What hap... (3 pages)View decision -
Decision Reference DRN-5762206
19 Aug 2025 Unum Ltd UpheldInsuranceDRN-5762206 The complaint Mrs P complains that Unum Ltd declined her claim under an income protection policy. What happened Mrs P is covered by an income protection policy, which is provided by Unum. The policy pays a benefit if Mrs P is unable to work due to an illness or injury. The ... (6 pages)View decision -
Decision Reference DRN-5406484
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5406484 The complaint Mr H complains that Santander UK Plc won’t refund the money he says he lost to a scam. Mr H has been represented in this complaint by a claims management company. What happened The background to the complaint is well known to the parties, so I’ll simply summari... (4 pages)View decision -
Decision Reference DRN-4853049
19 Aug 2025 ReAssure Life Limited Not upheldInsuranceDRN-4853049 The complaint Mr R, Ms R and Mrs R complain about the way ReAssure Life Limited administered their reviewable whole of life policy. In particular, they complain about the significant decrease in the sum assured at the last review and would like their policy to go back up to ... (4 pages)View decision -
Decision Reference DRN-5601185
19 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5601185 The complaint Mr D complains that NewDay Ltd (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increases. In bringing his complaint Mr D is represented by a third party. For ease of reading I will only refer to Mr D in my decision.... (4 pages)View decision -
Decision Reference DRN-5479740
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5479740 The complaint Miss R complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. What happened In August 2024, Miss R received a call from someone purporting to be from Revolut. She states the caller knew some of her personal details and mention... (3 pages)View decision -
Decision Reference DRN-5756012
19 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5756012 The complaint Miss S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported a late payment to her credit file. What happened Miss S has a credit account with Virgin. On 11 November 2024, Virgin issued a monthly account statement to Miss S which explained... (3 pages)View decision -
Decision Reference DRN-5747759
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5747759 The complaint Mrs M and Mr M complain that Santander UK Plc (“Santander”) failed to properly dispense cash, leaving them with a substantial shortfall after visiting a branch. What happened Mrs M and Mr M explained that they needed cash to pay for ongoing building work. They’... (4 pages)View decision
