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 124111 results
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Decision Reference DRN-5449415
5 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5449415 The complaint Mr D is unhappy that Snap Finance Limited (Snap Finance) took payments from the wrong account, which he believes led to missed payments. He is also unhappy that, despite having a repayment plan in place, his account was defaulted. What happened The parties are ... (4 pages)View decision -
Decision Reference DRN-5512384
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5512384 The complaint Mr M complains about Santander UK Plc. He says that Santander failed to protect him when he fell victim to a scam and would like Santander to refund him the money he has lost. What happened Mr M came across an advertisement for investment being promoted by a ... (3 pages)View decision -
Decision Reference DRN-5796164
5 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5796164 The complaint Mr M complains that HSL have unfairly refused to cancel his student loans despite him having met the threshold for them to do so. What happened II set out the background to this complaint and my initial findings in my provisional decision dated 1 August 2025 (b... (4 pages)View decision -
Decision Reference DRN-5591206
5 Sep 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5591206 The complaint Mr I complains about the service provided in relation to a roadside assistance policy underwritten by Fortegra Europe Insurance Company Ltd. What happened The following is intended only as a summary of the events. Additionally, for the sake of simplicity, I hav... (3 pages)View decision -
Decision Reference DRN-5704182
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5704182 The complaint Mr G complains that U K Insurance Limited trading as Privilege has declined a claim for storm damage to his home. What happened This dispute is well known to the parties, so I won’t comment in detail here. But for brief context in keeping with the informal nat... (3 pages)View decision -
Decision Reference DRN-5647486
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647486 The complaint Mr C complains about the poor level of service he received from Aviva Life & Pensions UK Limited when trying to setup an annuity. He says he experienced multiple delays over recent years, and continuously received incorrect information. What happened Mr C’... (4 pages)View decision -
Decision Reference DRN-5750175
5 Sep 2025 Peter Stewart Associates Limited UpheldPensions and AnnuitiesDRN-5750175 The complaint Mr A’s representative has complained, on his behalf, about advice it says he received from Peter Stewart Associates Limited (PSA) to transfer the value of defined pension benefits from an occupational pension scheme (OPS) to a Self-Invested Personal Pension (SI... (31 pages)View decision -
Decision Reference DRN-5799213
5 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5799213 The complaint A limited company, which I will refer to as S, complains about the handling of and decision made on its commercial property insurance claim, by AXA Insurance UK Plc. What happened The parties are aware of the circumstances leading to this point, so the followin... (7 pages)View decision -
Decision Reference DRN-5801353
5 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5801353 The complaint Mr C, who is represented by a third party, has complained that Lloyds Bank PLC (‘Lloyds’) acted irresponsibly when it provided him with an overdraft and then went on to increase his overdraft limits. He says the overdraft was unaffordable and has asked for all ... (4 pages)View decision -
Decision Reference DRN-5606207
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5606207 The complaint Ms E has complained about a payment U K Insurance Limited (UKI) made as part of a claim under a home insurance policy. References to UKI include companies acting on its behalf. What happened Ms E made a claim under a home insurance policy. As a number of item... (2 pages)View decision
