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 392389 results
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Decision Reference DRN-5672408
1 Dec 2025 Connells Limited Not upheldInsuranceDRN-5672408 The complaint Mr and Mrs S have complained that Connells Limited (‘Connells’) didn’t advise them to top up on their Life and Critical Illness Cover (‘CIC’) policy as it should have done. Mr and Mrs S are represented in bringing their complaint but for ease of reading I will... (5 pages)View decision -
Decision Reference DRN-5764010
1 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5764010 The complaint Mr and Mrs M complained their claim for storm damage was declined and were unhappy with the general handling of their claim. Zurich Insurance Company Ltd (“Zurich”) were providing the home insurance policy. What happened Mr and Mrs M made a claim to Zurich when... (3 pages)View decision -
Decision Reference DRN-5877369
1 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5877369 The complaint Miss F complains that Santander UK Plc didn’t treat her fairly when she wanted to port her mortgage. She asks that it refunds the early repayment charge (ERC) she paid. What happened Miss F had a mortgage of about £173,000 with Santander on an interest only bas... (3 pages)View decision -
Decision Reference DRN-5891475
1 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5891475 The complaint Mr R is unhappy with how First Central Underwriting Limited (First Central) handled his car insurance claim. Mr R’s mother represented him when he referred his complaint to this Service, but I’ll refer to Mr R throughout because he is the complainant. What ha... (6 pages)View decision -
Decision Reference DRN-5985657
1 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5985657 The complaint Mrs K, Mr K1 and Mr K2 complain about how AWP P&C S.A. (‘AWP’) handled an emergency medical assistance claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims and complaints on its behalf. What happened... (3 pages)View decision -
Decision Reference DRN-5891330
1 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5891330 The complaint Miss Z complains Barclays Bank UK PLC’s IT outage meant she couldn’t make payments and it failed to log a complaint or arrange a call back. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025. Miss Z said she was unable ... (2 pages)View decision -
Decision Reference DRN-5817975
1 Dec 2025 Pier Insurance Managed Services Limited Not upheldInsuranceDRN-5817975 The complaint Mr R and Mrs B complain that Pier Insurance Managed Services Limited (Pier) mis-sold them a travel insurance policy. What happened Mr R and Mrs B bought an annual travel insurance policy via Pier’s website. Some months after the purchase, Mr R discovered the p... (3 pages)View decision -
Decision Reference DRN-5935629
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5935629 The complaint Mr F complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, first registered in 2016. For the year from... (5 pages)View decision -
Decision Reference DRN-5777918
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5777918 The complaint Mr Z has complained that Admiral Insurance (Gibraltar) Limited unfairly cancelled his car insurance policy. What happened Mr Z bought a car insurance policy with the insurer Admiral. He agreed to pay for his policy in monthly instalments under a credit agreemen... (3 pages)View decision -
Decision Reference DRN-5972899
1 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5972899 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Towards the end of June 2025, Mr W acquired a used car using a hire purchase agreement with Autolend. The car... (5 pages)View decision