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 130332 results
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Decision Reference DRN-5824433
26 Feb 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5824433 The complaint Miss C complained that Assurant General Insurance Limited trading as Protect Your Bubble (Assurant) did not cancel her mobile phone insurance policy when she requested this. What happened In 2020, Miss C took out a mobile phone insurance policy with Assurant o... (3 pages)View decision -
Decision Reference DRN-5597810
26 Feb 2026 Santander UK Plc UpheldInvestmentsDRN-5597810 The complaint Mr R complains to Santander UK Plc about the sale of his investment in 2019 he didn’t know about – he’s unhappy his money has been uninvested for so long and seeks compensation for the loss of growth. What happened The background to the complaint is well known... (3 pages)View decision -
Decision Reference DRN-6156117
26 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6156117 The complaint Mr T complains about the quality of a car he acquired from STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened Mr T entered into a hire purchase agreement for the supply of a used car around 14 October 2025. The car was around eight years old and had c... (4 pages)View decision -
Decision Reference DRN-6166789
26 Feb 2026 CHANDLER KING (CITY) LIMITED UpheldInvestmentsDRN-6166789 The complaint Mr H complains that Chandler King (City) Ltd (“CKC”) gave him unsuitable advice to make investments. He says the investments were not suitable for him, given his circumstances, and the risks were not fully explained to him. He also believes CKC had a conflict o... (21 pages)View decision -
Decision Reference DRN-6171808
26 Feb 2026 Alltrust Services Limited UpheldPensions and AnnuitiesDRN-6171808 The complaint Mr W complains that Alltrust Services Limited (“Alltrust”) refused to transfer his Self-Invested Personal Pension (“SIPP”) to a different provider. He says in the run up to this decision they imposed unreasonable conditions and didn’t communicate with him and h... (11 pages)View decision -
Decision Reference DRN-6184348
26 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6184348 The complaint Mr C complains about Aviva’s settlement of a claim under a home insurance policy. What happened Mr C had a home insurance policy covering his buildings. In January 2024, he made a claim for damage caused by a leak. Between January 2024 and April 2024, Aviva ins... (4 pages)View decision -
Decision Reference DRN-6182268
26 Feb 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6182268 The complaint Mrs R and Mr C complain on behalf of the C Trust about the way Aviva Life & Pensions UK Limited has administered a whole of life policy. They say there have been repeated breaches over a number of years causing significant worry, stress and anxiety. They al... (5 pages)View decision -
Decision Reference DRN-5975814
26 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5975814 The complaint Mrs L complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) shared her account information with a third party without her consent. What happened The parties are familiar with the background details of this complaint – so I will briefly summ... (2 pages)View decision -
Decision Reference DRN-6180017
26 Feb 2026 Alwyn Insurance Company Limited UpheldInsuranceDRN-6180017 The complaint Mr U and Mrs U complain Alwyn Insurance Company Limited (“Alwyn”) have unfairly declined a claim they made on a legal expenses insurance policy. Mr U has dealt with the claim so for ease I will mainly refer to him below. What happened Mr U and Mrs U own a prope... (5 pages)View decision -
Decision Reference DRN-6101600
26 Feb 2026 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-6101600 The complaint Mr C complains that Hargreaves Lansdown Asset Management Limited made errors when he tried to cancel a request to sell an investment he held in a fund. What happened In early August 2025 Mr C used the Hargreaves Lansdown online facility to request the sale of s... (2 pages)View decision