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 121876 results
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Decision Reference DRN-5317156
9 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5317156 The complaint Ms C and Mr T complain about Red Sands Insurance Company (Europe) Limited’s decision to decline a claim they made under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summa... (10 pages)View decision -
Decision Reference DRN-5386700
9 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5386700 The complaint Mr O complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr O had joined an online dating site and matched with... (4 pages)View decision -
Decision Reference DRN-5527343
9 May 2025 U K Insurance Limited UpheldInsuranceDRN-5527343 The complaint Mr W is unhappy with what U K Insurance Limited did after he claimed on his landlord insurance policy. What happened In November 2022 Mr W contacted UKI seeking assistance from his policy with a repossession claim. UKI asked for consent from Mrs W (who the ten... (4 pages)View decision -
Decision Reference DRN-5548735
9 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5548735 The complaint Mr M had a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&C”). The investments made in the SIPP have failed causing Mr M to suffer losses. Mr M says L&C is responsible for those losses be... (26 pages)View decision -
Decision Reference DRN-5467193
9 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5467193 The complaint Mr N complains that Kroo Bank Ltd unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I’ll summarise them briefly below. Mr N held an account with Kroo. On 4 June 2023, M... (3 pages)View decision -
Decision Reference DRN-5462334
9 May 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5462334 The complaint Mr and Mrs C are unhappy with what The National Farmers' Union Mutual Insurance Society Limited did after they made claims on their legal expenses insurance policy. All references to NFU include its agents and claims handlers. What happened Mr and Mrs C ex... (5 pages)View decision -
Decision Reference DRN-5544572
9 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5544572 The complaint Mr I and the estate of Mrs I complain that Aviva Insurance Limited complain that Aviva didn’t settle a claim made on a travel insurance policy. As Mr I represents the estate, I’ll mainly refer to Mr I. What happened Mrs I sadly died during a tragic incident abr... (3 pages)View decision -
Decision Reference DRN-5513198
9 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513198 The complaint Mrs A complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest and charges applied to her credit card account from the first credit limit increase refunded along with statutory interest. She also wants any adv... (4 pages)View decision -
Decision Reference DRN-5393648
9 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5393648 The complaint Mr A is unhappy that Revolut Ltd won’t refund money he lost to a scam. Mr A has brought his complaint with the help of a professional representative. For ease, I’ll refer to all their submissions as being from Mr A. What happened Mr A says he was added to a soc... (15 pages)View decision -
Decision Reference DRN-5015516
9 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5015516 The complaint Mr K complains that Frasers Group Financial Services Limited trading as Studio, is holding him liable for a debt in relation to a credit agreement he says he didn’t take out. What happened In October 2023, Mr K met a third party, who I’ll call ‘A’, on an online... (6 pages)View decision
