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 121115 results
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Decision Reference DRN-5334336
20 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5334336 The complaint Mrs R has complained about her car insurer Aviva Insurance Limited, regarding a failed windscreen replacement. What happened Mrs R had a car insurance policy with Aviva which gave her cover for replacing her windscreen. On 2 December 2023, having made a windsc... (6 pages)View decision -
Decision Reference DRN-5343912
20 Feb 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5343912 The complaint Mrs U is unhappy with the way CIGNA Life Insurance Company of Europe SA-NV handled a request to add her newborn child to her ‘gold’ global healthcare plan (‘the plan’), and that it declined to cover medical and hospital fees around $7,600 (‘the medical fees’). ... (5 pages)View decision -
Decision Reference DRN-5343820
20 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5343820 The complaint Mr G is represented by a claims management company (CMC). He has complained about a transfer from his Standard Life group personal pension to a small self-administered scheme (“SSAS”) in July 2015. The Standard Life brand is now owned by Phoenix Life, but I’ll ... (20 pages)View decision -
Decision Reference DRN-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (2 pages)View decision -
Decision Reference DRN-5242743
20 Feb 2025 Topaz Finance Limited UpheldMortgagesDRN-5242743 The complaint Mr J said that he has been the victim of mortgage fraud in respect of five buy-to-let mortgages with Topaz Finance Limited trading as Siberite Mortgages (“Siberite”). He complains that when he raised his concerns with Siberite, Siberite failed to fully investig... (7 pages)View decision -
Decision Reference DRN-5167309
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5167309 The complaint Mr F is unhappy with how Santander UK Plc handled his queries when he contacted them to discuss his online banking facilities. What happened Mr F made multiple calls to Santander in April 2024 as he wanted to speak to someone about registering for online banki... (3 pages)View decision -
Decision Reference DRN-5344004
20 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5344004 The complaint Mr B complains that Black Horse Limited (“Black Horse”) won’t give him the benefit of an APR of 2.9% on a finance agreement he entered into with it. What happened On 28 September 2023 Mr B entered into an order agreement from a manufacturer that I will call “T”... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5344636
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5344636 The complaint Mr C complains that AA Underwriting Insurance Company Limited (‘AA’) unfairly recorded a cancellation on his motor insurance. What happened Mr C had a motor insurance policy with AA, taken out via a comparison website in July 2023. In January 2024, it found tha... (3 pages)View decision -
Decision Reference DRN-5237436
20 Feb 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5237436 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount... (5 pages)View decision
