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 361839 results
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Decision Reference DRN-5077932
2 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5077932 The complaint Mr P complains Santander UK Plc sends out statements showing his full first name. What happened Mr P found someone attempting to access his account fraudulently in September 2023. Since then, Mr P has tried to tighten up security and reduce the amount of easi... (3 pages)View decision -
Decision Reference DRN-5182265
2 Dec 2024 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5182265 The complaint Mr H has complained about a transfer of his personal pensions which were administered by Capita Life & Pensions Regulated Services Limited to a small self-administered scheme (SSAS 1 ) in June 2014. Mr H’s SSAS was subsequently used to invest in an overseas... (10 pages)View decision -
Decision Reference DRN-5022590
2 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5022590 The complaint Mr R complains that Santander UK Plc won’t refund him after he lost money to a job scam. What happened Mr R has explained that he was looking for a new job opportunity and found one that interested him on a well-known online recruitment website. The job stated ... (3 pages)View decision -
Decision Reference DRN-5067176
2 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5067176 The complaint Ms K complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined a claim for storm damage to her flat roof, under her home buildings insurance policy. What happened Ms K’s flat roof was damaged following a period of stormy weather. This... (4 pages)View decision -
Decision Reference DRN-5133741
2 Dec 2024 Equifax Limited UpheldConsumer CreditDRN-5133741 The complaint Mr R complains about Equifax Limited explaining: All of his accounts disappeared from his credit report This caused him problems applying for financial products He received poor customer service when trying to deal with this matter What happened I issued... (5 pages)View decision -
Decision Reference DRN-5002198
2 Dec 2024 American International Group UK Limited Not upheldInsuranceDRN-5002198 The complaint Mr B has complained that American International Group UK Limited(“AIG”) has declined a claim made under his personal accident policy/ What happened The background to this complaint isn’t in dispute. In 2010 Mr B was injured in his military role. He was medicall... (2 pages)View decision -
Decision Reference DRN-5118493
2 Dec 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5118493 The complaint Mr B complained that First Central Underwriting Limited trading as Skyfire Insurance Company Limited declined his claim under his motor insurance policy. His complaint has been brought to us by his solicitor. What happened Mr B’s car was in an accident and wa... (2 pages)View decision -
Decision Reference DRN-5042046
2 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5042046 The complaint Mr and Mrs N have complained about the way Admiral Insurance (Gibraltar) Limited handled a claim they made under their home insurance policy for subsidence. Reference to Admiral includes its agents and representatives. And as Mr N has primarily dealt with thin... (5 pages)View decision -
Decision Reference DRN-5042934
2 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5042934 The complaint Mr and Mrs N have complained about the way Admiral Insurance (Gibraltar) Limited handled a claim they made under their home insurance policy for subsidence. Reference to Admiral includes its agents and representatives. And as Mr N has primarily dealt with thin... (4 pages)View decision -
Decision Reference DRN-5148192
2 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5148192 The complaint Mr M complains that Accredited Insurance (Europe) Ltd (“Accredited”) declined a claim under his home emergency insurance policy. What happened Mr M had a home emergency policy with Accredited covering him for domestic emergencies. In late January 2024 Mr M foun... (2 pages)View decision
