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-5805780
20 Oct 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5805780 The complaint Mr I complains Charter Court Financial Services Limited trading as Charter Savings Bank (CSB) delayed transferring funds he instructed it to. He also complains it closed his account without his agreement and disclosed sensitive information to a third party caus... (3 pages)View decision -
Decision Reference DRN-5852168
20 Oct 2025 Utility Warehouse Limited Not upheldInsuranceDRN-5852168 The complaint Mr F complains that Utility Warehouse Limited (UW) mis-sold an income protection policy to him. Any reference to UW includes all its agents. What happened Mr F’s income protection policy started in December 2013, which was provided alongside his energy account.... (2 pages)View decision -
Decision Reference DRN-5866021
20 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5866021 The complaint Miss A complains that Virgin failed to properly consider her claim under section 75 Consumer Credit Act 1974 (“s.75”) and failed to make a chargeback. What happened In April 2024 Miss A arranged for her vehicle to be taken to a garage (“the merchant”) a conside... (5 pages)View decision -
Decision Reference DRN-5893886
20 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5893886 The complaint Mr A, who is represented by a third party, complains that Go Car Credit Limited (“Go Car Credit”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In February 2019 Mr A acquired a used car financed by a hire purcha... (3 pages)View decision -
Decision Reference DRN-5741809
20 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5741809 The complaint Mr and Mrs G complain that INTACT INSURANCE UK LIMITED declined a claim on their pet insurance policy. What happened Mr and Mrs G took out pet insurance for their dog. The policy is underwritten by INTACT. They are joint policyholders but Mr G has dealt with th... (3 pages)View decision -
Decision Reference DRN-5880134
20 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5880134 The complaint Mr C has complained about his building warranty insurer Society of Lloyd’s (SOL). He is unhappy with how it handled a claim and the settlement paid. Mr C is the policyholder. But he has often been represented by Mrs C. For ease of reading, I’ll mainly record M... (5 pages)View decision -
Decision Reference DRN-5876825
20 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5876825 The complaint The estate of Mrs H has complained about Legal and General Assurance Society Limited (“L&G”) settlement of two life insurance claims. What happened In July 2018 Mrs H took out two policies with L&G. One was decreasing life insurance with critical Illnes... (3 pages)View decision -
Decision Reference DRN-5633816
20 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5633816 The complaint Miss F, through her representative, complains about STARTLINE MOTOR FINANCE LIMITED and that it approved a finance agreement for her to purchase a vehicle which she could not afford. What happened In November 2021, Miss F wanted to buy a car costing £24,999. Mi... (3 pages)View decision -
Decision Reference DRN-5655934
20 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5655934 The complaint Mrs B’s representative has complained, on her behalf, to Scottish Widows Limited (which owns Clerical Medical, and referred to in this decision as SW) about the delays caused to her pension transfer, breaches of confidentiality, and the general poor service pro... (6 pages)View decision -
Decision Reference DRN-5619164
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5619164 The complaint Mrs M complains Santander UK Plc (Santander) won’t refund transactions made from her account which were not authorised. Mrs M is represented in this complaint by her son and daughter-in-law. Mr and Mrs M1. What happened On 18 February 2019, Mrs M appointed her... (4 pages)View decision
