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 4393 results
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Decision Reference DRN1358758
9 Jul 2015 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr K complains about Aviva Insurance Limited’s handling of a claim he made on his motor insurance policy and that his car was wrongly written off.backgroundMr K was involved in an incident. He made a claim on his policy with Aviva. It incorrectly wrote off his car... (2 pages)View decision -
Decision Reference DRN-3702913
21 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3702913 The complaint Mrs K complains that Santander UK Plc failed to secure her account which allowed several unauthorised transactions to be made from it. What happened Mrs K became aware that several large transactions had been made from her account without her knowledge. Once Santa... (2 pages)View decision -
Decision Reference DRN0336213
18 Jun 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs J complain that Zenith Insurance Plc did not offer them a fair settlement sum under their motor insurance policy after their vehicle was written-off in an accident.backgroundMr and Mrs J’s vehicle was a rare, low mileage, special edition model that they bought from new ... (2 pages)View decision -
Decision Reference DRN4451829
28 Jun 2016 Inter Partner Assistance SA UpheldInsurance (excluding PPI)Mr B and Mr H complain about the way that Inter Partner Assistance SA (IPASA) handled a claim made under their breakdown policy when Mr H broke down in France. backgroundWhen Mr H broke down in France on 31 May, IPASA said he didn’t have European cover so it could on... (2 pages)View decision -
Decision Reference DRN0178882
10 Jan 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr S has complained that Aviva Insurance Limited’s valuation of his car was too low after he made a claim on his motor insurance policy.backgroundMr S made a claim on his motor policy and his car was declared a total loss. Mr S says Aviva only offered him £6,00... (2 pages)View decision -
Decision Reference DRN8171717
24 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss A complains about the way Barclays Bank plc treated her when she was a victim of theft and fraud. background Miss A told us that, early in January 2018, her purse containing her debit and cash (including £250 she had just withdrawn from a cash machine) were stolen from her. The follo... (2 pages)View decision -
Decision Reference DRN-5440726
28 Apr 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5440726 The complaint Mr C complains that Alwyn Insurance Company Limited didn’t pay the full amount of a claim on his pet insurance policy. What happened Mr C bought his pet dog from a breeder in 2018. Sadly, in 2024 his dog became ill and was to put to sleep. He claimed on his pol... (2 pages)View decision -
Decision Reference DRN3721664
14 Oct 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMr W complains that a fixed sum loan agreement was mis-sold to him by Clydesdale Financial Services Limited, trading as Barclays Partner Finance.backgroundMr W entered into a fixed sum loan agreement with Barclays Partner Finance in July 2014 to finance the purchase of... (2 pages)View decision -
Decision Reference DRN1439706
5 Dec 2017 Close Brothers Limited UpheldBanking and creditMr S complains that a car he took receipt of and that was financed under a conditional sale agreement with Close Brothers Limited was faulty when he received it. He wants to reject it as the cost of repair is prohibitive.backgroundIn July 2015 Mr S took receipt o... (2 pages)View decision -
Decision Reference DRN9456405
14 Jun 2016 Santander UK Plc Not upheldBanking and creditMr F complains that Santander UK Plc caused him to be unable to operate his credit card account properly, resulting in his paying charges and interest.backgroundMr F says that he attempted over a number of months, while abroad, to contact Santander to pay his credit ... (3 pages)View decision
