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 123440 results
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Decision Reference DRN-5485054
20 Jun 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5485054 The complaint Mr H complains that Alwyn Insurance Company Limited avoided his policy and didn’t deal with his claim. Reference to Alwyn includes its agents. What happened Mr H held a motor insurance policy underwritten by Alwyn. When his house was burgled his car keys were s... (3 pages)View decision -
Decision Reference DRN-5638263
20 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5638263 The complaint Mr and Mrs K complain Santander UK Plc unfairly decided to close their current and savings accounts and failed to provide their reasons. They want £10,000 compensation for the distress and inconvenience they were caused. What happened Mr and Mrs K are long stan... (4 pages)View decision -
Decision Reference DRN-5638125
20 Jun 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5638125 The complaint Ms A complains about the quality of a car that was supplied through a hire agreement with Lex Autolease Ltd (LAL). What happened In October 2021, Ms A entered into a lease agreement with LAL to acquire a car. The annual mileage allowance on the agreement was 10... (4 pages)View decision -
Decision Reference DRN-5489256
20 Jun 2025 Wakam UpheldInsuranceDRN-5489256 The complaint Mr J complains that the premium on his pet insurance policy, underwritten by Wakam, was to almost double at renewal. What happened Mr J has a pet insurance policy for his pet dog. He bought the policy in August 2020 and has renewed it each year since. When the... (2 pages)View decision -
Decision Reference DRN-5638363
20 Jun 2025 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5638363 The complaint Mr F is unhappy with how the interest rate has varied on his buy-to-let (BTL) mortgage with Intrum Mortgages UK Finance Limited. Mr F states the interest rate rises have no relation to Intrum’s cost of funds and he feels the interest rate should track the Bank ... (7 pages)View decision -
Decision Reference DRN-5638138
20 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5638138 The complaint Mr C has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr C says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (31 pages)View decision -
Decision Reference DRN-5610331
20 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5610331 The complaint Mrs U complains about Metro Bank PLC. She says that she has fallen victim to a scam and would like Metro to refund her the money she has lost as a result. What happened Mrs U unfortunately fell victim to a job scam - she was contacted by an individual claimin... (4 pages)View decision -
Decision Reference DRN-5486869
20 Jun 2025 Wakam UpheldInsuranceDRN-5486869 The complaint Mrs M and Mrs M complain Wakam has unfairly declined a claim they’ve made on their buildings insurance policy following the failure of the septic tank at their property. What happened Wakam is the underwriter of this policy, i.e. it’s the insurer. Part of this ... (3 pages)View decision -
Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5614386
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5614386 The complaint Mrs J is a sole trader trading as J. She complains HCC International Insurance Company Plc turned down a claim she made on its business interruption insurance policy. What happened Mrs J owns a property which comprises three units. Two are used as holiday lets... (4 pages)View decision
