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 380712 results
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Decision Reference DRN-5722876
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5722876 Complaint Mr H has complained about a credit card Barclays Bank UK Plc (trading as “Barclaycard”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background Mr H was provided with three credit cards ... (3 pages)View decision -
Decision Reference DRN-5750151
13 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5750151 The complaint Mrs C complains that Santander Consumer (UK) Plc failed to update her address. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. When Mrs C made a compl... (2 pages)View decision -
Decision Reference DRN-5689703
13 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5689703 The complaint Mr G complains about the way AXA Insurance UK Plc handled a claim he made on his home insurance policy for a stolen bike. What happened In November 2024 Mr G made a claim on his home insurance policy, he said his bike had been stolen from outside his home. AXA ... (2 pages)View decision -
Decision Reference DRN-5753131
13 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753131 The complaint Mr S is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel investment scam. He was added to an online chat with other ‘investo... (6 pages)View decision -
Decision Reference DRN-5633603
13 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5633603 The complaint Miss K complains about the service received from Ageas Insurance Limited when making a claim under her vehicle breakdown cover. Miss K has dealt with other companies during this claim but for simplicity I will refer to Ageas throughout as they are responsible a... (3 pages)View decision -
Decision Reference DRN-5751573
13 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5751573 The complaint Mr M’s complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined his claim and cancelled his policy after he claimed for jewellery stolen in a burglary, because they said he was underinsured. What happened Mr M first bought buildings... (2 pages)View decision -
Decision Reference DRN-5462377
13 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5462377 The complaint Mrs T is unhappy that Royal & Sun Alliance Insurance Limited (“RSA”) declined her claim for damage caused by an escape of water. Mrs T had buildings insurance for her home which was underwritten by RSA. The property was insured on an unoccupied basis. Mr T ... (4 pages)View decision -
Decision Reference DRN-5752470
13 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5752470 The complaint Mrs G complains that Legal and General Assurance Society Limited (‘L&G’) gave her misleading information about her critical illness insurance policy. What happened In 2001, Mrs G took out a critical illness policy and a separate level term assurance policy... (2 pages)View decision -
Decision Reference DRN-5731486
13 Aug 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5731486 The complaint Ms T complains about the refusal by Fortegra Europe Insurance Company Limited to meet her claim under her motor insurance policy for damage to her car. What happened Ms T purchased a “Smart Protection” insurance policy which covered her for repairs for incident... (2 pages)View decision -
Decision Reference DRN-5488441
13 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5488441 The complaint Mr C, through his representative, complains that Specialist Motor Finance Limited (“SMF”) lent to him irresponsibly by approving finance for him to purchase a vehicle when he could not afford it. What happened In November 2022 Mr C applied to SMF for credit to ... (3 pages)View decision
