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 4777 results
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Decision Reference DRN8729149
5 Sep 2013 Northern Bank Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular (monthly) premium payment protection insurance (PPI) policy taken out in 2007 in conjunction with a credit card. Mrs F says that Northern Bank Limited (now trading as Danske Bank) (referred to in this decision as Northern Bank) mis-sold the policy becau... (4 pages)View decision -
Decision Reference DRN3435980
8 Nov 2013 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy taken out in 2001 by Mr G in connection with a credit card he held with Capital One (Europe) Plc (”Capital One”). Mr G says that the Capital One mis-sold the PPI to him.backgroundMr G took out a PP... (3 pages)View decision -
Decision Reference DRN-2880083
12 May 2022 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-2880083 The complaint Mr S says Hargreaves Lansdown Asset Management Limited (‘HL’) is responsible for the delayed transfers of his Self-Invested Personal Pension (‘SIPP’) and his Fund and Share Account (‘FSA’) to AJ Bell in 2020. He says the transfers were prompted by HL’s arbitrary a... (4 pages)View decision -
Decision Reference DRN-4594540
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4594540 The complaint Mr E complains about how Santander UK Plc dealt with his chargeback dispute and his claim under section 75 of the Consumer Credit Act 1974 concerning his booking of a hotel which he said was of poor quality. What happened In February 2023 Mr E booked a holiday in ... (4 pages)View decision -
Decision Reference DRN9883169
2 Feb 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G, trading as a farm which I call L, complained that Ageas Insurance Limited (Rural Insurance) refused his claim for the theft of a transit tipper van and telehandler. The claim for the telehandler was eventually paid by Ageas but the claim for the theft of the van remains decline... (4 pages)View decision -
Decision Reference DRN-5655696
7 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5655696 The complaint Miss U complains about how her insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued her vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. What happened In October 2024 Miss U’s vehicle w... (4 pages)View decision -
Decision Reference DRN-3414539
3 May 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3414539 The complaint Y complains that One Sure Insurance Limited mishandled a fleet insurance policy. Y is a courier company represented by Mrs I. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happene... (5 pages)View decision -
Decision Reference DRN-5759503
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5759503 The complaint Miss A has complained that Barclays Bank UK PLC (“Barclays”) failed to make it clear that she would need to re-register devices to be covered under a mobile phone insurance policy, provided through a Tech Pack. Miss A says she was not given the details of the n... (3 pages)View decision -
Decision Reference DRN-6052039
2 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6052039 The complaint Miss A and Mr I complain that Marshmallow Insurance Limited (MIL) unfairly declined a claim under a motor insurance policy following an accident. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; The cir... (4 pages)View decision -
Decision Reference DRN-6090109
29 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6090109 The complaint Mr and Mrs E have complained about the way UK Insurance Limited (“UKI”) dealt with the claim they made after Mrs E was involved in a road traffic accident. What happened At the end of 2024, Mrs E was involved in an accident. So she contacted UKI to make a clai... (4 pages)View decision