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 4790 results
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Decision Reference DRN2168707
28 Aug 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss H complains that, following a claim she made under her motor insurance policy, UK Insurance Limited (“UKI”) disposed of her car without permission and caused her to lose her cherished number plate.background Miss H’s car was stolen in September 2012. She was required to send her V... (2 pages)View decision -
Decision Reference DRN0595980
21 May 2013 Santander UK Plc Not upheldBanking and creditMiss Y complains that Santander UK Plc has not removed incorrect information form her credit file – despite saying that it would.our initial conclusionsThe adjudicator concluded that it was not fair that Santander had registered two entries – in its old name of Alliance & Le... (2 pages)View decision -
Decision Reference DRN3167120
28 Nov 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss G complains that The Royal Bank of Scotland Plc told her she would receive bank statements in three to four days, when it actually would take seven to ten days. Miss G says this delayed a mortgage application and, as a result, she had to pay extra rent. RBS apologised for i... (2 pages)View decision -
Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
Decision Reference DRN-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-3583483
13 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3583483 The complaint Mr P says The Prudential Assurance Company Limited (Prudential) is responsible for poor administration and handling of his personal pension arrangements. Specifically, it didn’t act on his instruction to increase his pension contributions and it subsequently faile... (4 pages)View decision -
Decision Reference DRN-5272766
18 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5272766 The complaint Mr L complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr L was looking to purchase a new van for work and found one online. He contacted the seller and agreed to pay a deposit of £1,000 on 7 September 2022 ahead o... (4 pages)View decision -
Decision Reference DRN-3154648
15 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-3154648 The complaint Mr F complains that esure Insurance Limited held him at fault after another driver made a claim against his motor insurance policy. What happened Another driver claimed that Mr F had scraped her car and then fled the scene. Mr F denied this. esure had an independe... (3 pages)View decision -
Decision Reference DRN-4000141
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4000141 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited didn’t take reasonable steps to ensure her private licence plate wasn’t sold on with the rest of her written off vehicle, following a claim on her motor insurance policy. What happened In November 2021 Ms W... (3 pages)View decision