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 381196 results
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Decision Reference DRN-5705834
25 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5705834 The complaint Mr and Mrs T complain that Ageas Insurance Limited have declined a claim on their buildings and contents insurance policy. It’s important to note that Mr and Mrs T also have a Home Protection policy. However, this is underwritten by a different insurer and so i... (4 pages)View decision -
Decision Reference DRN-5676882
25 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5676882 The complaint Mrs G complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the settlement amount they paid for her car, after it was deemed a total loss following a road traffic accident. Mrs G has been represented by her husband and named driver, Mr G, during the... (6 pages)View decision -
Decision Reference DRN-5245242
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5245242 The complaint Mr A has complained Santander UK plc won’t refund £2,800 he lost as the result of a cryptocurrency scam. What happened After attending an online social media seminar, Mr A was sufficiently persuaded by the various success stories he’d heard to set up his own tr... (3 pages)View decision -
Decision Reference DRN-5715929
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5715929 The complaint A company, which I will refer to as “E” complains about Society of Lloyd’s (“SoL”) handling of their building warranty claim. Mr R has brought the complaint on behalf of E. But for ease, I will refer to E only below. All references to “SoL” also include its app... (4 pages)View decision -
Decision Reference DRN-5634079
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5634079 The complaint Mr and Mrs A are unhappy with the way Lloyds Bank General Insurance Limited (“LBG”) have handled the settlement of their claim. Mr and Mrs A appointed a loss assessor to handle the claim and complaint on their behalf. For ease of reading, I’ll refer to Mr A thr... (4 pages)View decision -
Decision Reference DRN-5618690
25 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5618690 The complaint Mrs H complains about Advantage Insurance Company Limited’s offer to settle her motor insurance claim. What happened In January 2025 Mrs H’s car was damaged in an incident with a third-party’s vehicle. She claimed for the loss against her Advantage motor insur... (2 pages)View decision -
Decision Reference DRN-5619099
25 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5619099 Complaint Miss F has complained about a credit card and limit increase that Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says that sufficient check would have shown that she shouldn’t have been lent to. Background Virgin Money initially provided Miss... (4 pages)View decision -
Decision Reference DRN-5715560
25 Jul 2025 RAC Insurance Limited Not upheldInsuranceDRN-5715560 The complaint Mr M complains that RAC Insurance Limited (‘RAC’) declined to cover a claim he made on his breakdown insurance policy. What happened Mr M purchased a motor breakdown policy in May 2023 while his vehicle was located at his property abroad. He then flew to his ... (2 pages)View decision -
Decision Reference DRN-5509136
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5509136 The complaint Miss V complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. Miss V is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as bei... (2 pages)View decision -
Decision Reference DRN-5541478
25 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5541478 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) didn’t agree to a full refund under Section 75 of the Consumer Credit Act 1974 (Section 75), for a faulty car. He’s also said HSBC failed to progress the claim in a timely way and made repeated requests for informatio... (4 pages)View decision
