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 DRN-2419429
16 Dec 2020 Advantage Insurance Company Limited UpheldInsuranceDRN-2419429 The complaint Mrs J and her son Mr J are unhappy with Advantage Insurance Company Limited’s actions in relation to their motor insurance policy. What happened In November 2020 I issued my provisional decision setting out what had happened in this complaint, and how I thought it... (4 pages)View decision -
Decision Reference DRN-4519628
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4519628 The complaint A company, which I’ll refer to as H, complain that Santander UK Plc (Santander) unfairly closed its accounts, and in that process, provided poor service. In bringing this complaint, H is represented by its director, who I’ll refer to as Mr R What happened H was a... (5 pages)View decision -
Decision Reference DRN-5119642
1 Nov 2024 Chubb European Group SE Not upheldInsuranceDRN-5119642 The complaint Miss A complains that Chubb European Group SE (“CEG”) unfairly declined a claim on her motor insurance policy following the theft of her vehicle. Miss A has been represented by a solicitor. For ease, I will refer only to Miss A. What happened Miss A held a mo... (5 pages)View decision -
Decision Reference DRN0034501
24 Oct 2013 The Car People Limited UpheldPayment protection insurance (PPI)This complaint concerns a regular premium payment protection insurance (“PPI”) policy, taken out in connection with a car loan of just under £6,000 in October 2008. The sale took place during a meeting between Miss T and The Car People Limited (“The Car People”). The policy provided acci... (6 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN3350209
6 Aug 2019 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMs H complains about the administration of her online Self Invested Personal Pension (SIPP) plan by Aviva Life & Pensions UK Limited (Aviva). She complains Aviva failed to invest the money she paid into the plan in April 2017 and she has lost investment growth on that money. Ms H says ... (4 pages)View decision -
Decision Reference DRN-4718896
29 Apr 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4718896 The complaint Mr L complains that Astrenska Insurance Limited (trading as Collinson Insurance) unfairly declined a claim he made under his gadget insurance policy. Astrenska is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its a... (4 pages)View decision -
Decision Reference DRN-3065794
18 Oct 2021 UIA (Insurance) Limited Not upheldInsuranceDRN-3065794 The complaint Mr O is unhappy that UIA (Insurance) Limited rejected his claim for storm damage under his home building insurance policy. What happened Mr O noticed damage had been caused to the roof of his house and garage during a storm. He made a claim to UIA for storm damage... (5 pages)View decision -
Decision Reference DRN1959802
12 Mar 2019 Sainsbury's Bank Plc UpheldBanking and creditMr T complains that Sainsbury’s Bank Plc have continued to pursue him for a debt despite acknowledging that he was a victim of identity theft, and have failed to remove adverse entries on his credit file related to the debt. backgroundIn July 2017 a credit card acco... (5 pages)View decision -
Decision Reference DRN-5631204
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5631204 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To... (4 pages)View decision