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-5673052
5 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5673052 The complaint Mr R complains that, although Santander UK Plc reassured him that it wouldn’t put a new lower interest rate deal on the mortgage he holds jointly with another party without his agreement, it did then allow a new rate to be applied without his signature. What ha... (3 pages)View decision -
Decision Reference DRN-5743243
5 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5743243 The complaint Mr M1 and Ms D complain that Advantage Insurance Company Limited (‘Advantage’) cancelled Mr D’s car insurance policy after he made a claim on it and it paid him a total loss settlement. What happened Mr M1 held a car insurance policy provided by Advantage. His... (4 pages)View decision -
Decision Reference DRN-5736072
5 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5736072 The complaint Mr H complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (3 pages)View decision -
Decision Reference DRN-5800106
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5800106 The complaint Mr M is unhappy with the way in which Aviva Life and Pensions UK Limited (Aviva) has handled his serious ill-health pension claim. What happened The history leading up to this complaint is well known to the parties and therefore I have only summarised events b... (4 pages)View decision -
Decision Reference DRN-5785178
5 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5785178 The complaint Mr C complains Aviva Insurance Limited (“Aviva”) delayed settling his claim on his motor insurance policy following an accident. He says the delay has caused him significant financial loss as it’s impacted the cost of other insurance renewals. Mr C doesn’t thin... (4 pages)View decision -
Decision Reference DRN-5606057
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5606057 The complaint Mrs W complains Revolut Ltd hasn’t refunded her after she fell victim to an impersonation scam and an unauthorised payment left her account. What happened Mrs W received a call from what she believed was her bank on 23 December 2023, and it informed her that he... (3 pages)View decision -
Decision Reference DRN-5793128
5 Sep 2025 EE Limited UpheldConsumer CreditDRN-5793128 The complaint Ms A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Ms A says she couldn’t find her mobile telephone device. So, she went to an EE store to buy a new handset. To pay for the handset,... (3 pages)View decision -
Decision Reference DRN-5737939
5 Sep 2025 MTF (NH) Limited UpheldMortgagesDRN-5737939 The complaint Mr K’s complaint relates to damage that was caused to his property in 2024 while it was in the possession of MTF (NH) Limited, his former lender. What happened In February 2022 Mr K took out a bridging loan with MTF. He borrowed £150,000 over twelve months. The... (8 pages)View decision -
Decision Reference DRN-5732267
5 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5732267 The complaint Mr P and the estate of Mrs P complain because AWP P&C S.A. has only partially settled their travel insurance claim. They also complain about AWP’s delays in handling the claim. Mr P and the estate of Mrs P’s complaint has been brought to us by a representat... (3 pages)View decision -
Decision Reference DRN-5598893
5 Sep 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5598893 The complaint Miss S has complained about several aspects of Casualty & General Insurance Company (Europe) Ltd (CGI)’s claims handling of her varying claims for vet treatment for her dog under her pet policy. What happened Miss S took out this pet policy for her dog on ... (4 pages)View decision
