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 123872 results
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Decision Reference DRN-5606817
24 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5606817 The complaint Mr J has complained about his property insurer Royal & Sun Alliance Insurance Limited regarding a subsidence claim. The claim was initially made to it in 2016 but the focus of this complaint is the claim activity and RSA’s handling of it from April 2022 to ... (4 pages)View decision -
Decision Reference DRN-5666060
24 Jul 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5666060 The complaint Mr A has complained that Acasta European Insurance Company Limited unfairly turned down a claim on his guaranteed asset protection (GAP) policy. Mr A’s policy is branded in the name of the administrators who dealt with his claim. But, as the policy underwriter,... (3 pages)View decision -
Decision Reference DRN-5713441
24 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5713441 The complaint Ms H has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused her claim for the loss of use of her horse under her horse policy. What happened Ms H took out a time-limited policy with Red Sands which provides cover for vet fees for... (6 pages)View decision -
Decision Reference DRN-4834162
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834162 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case are known to both parties and were set out in the investigator’s view, so I will summarise them very briefly ... (3 pages)View decision -
Decision Reference DRN-5712237
24 Jul 2025 Pendragon Finance and Insurance Services Limited UpheldConsumer CreditDRN-5712237 The complaint Mr M complains that Pendragon Finance and Insurance Services Limited trading as Stratstone failed to process his application for a car hire agreement after he accepted a quote. What happened I issued a provisional decision setting out what I thought about Mr M&... (5 pages)View decision -
Decision Reference DRN-5534703
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534703 The complaint The estate of Mr L (“The Estate”) is unhappy with the actions of National Westminster Bank Public Limited Company (“NatWest”) surrounding the closure of the late Mr L’s accounts. The Estate’s complaint is brought to this service by one of the executors of the E... (4 pages)View decision -
Decision Reference DRN-5342313
24 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5342313 The complaint Mr N has complained, with the help of a personal representative, about the suitability of the advice he was given by an adviser linked to St James’s Place Wealth Management Plc (“SJP”) in 2015 to switch a number of his pensions to an SJP Retirement Account (RA)... (10 pages)View decision -
Decision Reference DRN-5682931
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682931 The complaint Mr C and Mrs C complain about the way Aviva Insurance Limited (Aviva) handled the claim they made under their plumbing and drainage policy. This complaint has been bought by both Mr C and Mrs C, but as Mrs C has been leading in the complaint, and for ease, I’ve... (3 pages)View decision -
Decision Reference DRN-5713154
24 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5713154 The complaint Miss O is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of unsatisfactory quality. What happened In January 2024 Miss O entered into a hire purchase agreement with N... (4 pages)View decision -
Decision Reference DRN-5352480
24 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5352480 The complaint Mr M has complained about the way Santander UK Plc (“Santander”) dealt with a claim for money back in relation to a holiday cruise he paid for with credit it provided. What happened On 10 May 2024, Mr M used his Santander credit card to pay for a 7-night cruis... (3 pages)View decision
