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 4353 results
-
Decision Reference DRN5781171
28 Mar 2018 Santander UK Plc UpheldBanking and creditMr W – who holds a Power of Attorney (POA) to deal with Mrs W’s financial matters, complains that Santander UK Plc failed to act on his instructions when Mrs W’s fixed rate bond matured on 1 February 2017. backgroundThe background to this complaint, and my initial ... (3 pages)View decision -
Decision Reference DRN-5305043
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5305043 The complaint Miss M complains about how her insurer, U K Insurance Limited trading as Direct Line (Direct Line) valued her vehicle as a total loss following a collision. Any reference to Direct Line in this decision includes their agents. Miss M was supported by a represe... (4 pages)View decision -
Decision Reference DRN-5425313
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5425313 The complaint Mr I complains that esure Insurance Limited (esure) avoided his car insurance policy and refused to pay his claim. What happened Mr I applied for and took out a car insurance policy with esure. He bought the policy online through a price comparison website. In... (3 pages)View decision -
Decision Reference DRN3637312
28 Aug 2013 Nine Regions Limited Not upheldBanking and creditMr R complains about a log book loan he took out with Nine Regions Limited (trading as Log Book Loans). He says the terms of the agreement were not properly explained to him and key parts of the agreement were covered up when he was asked to sign it. backgroundThe adjudicator did not re... (4 pages)View decision -
Decision Reference DRN-3612787
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3612787 The complaint Ms J complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim following a theft from her vehicle, and its decision that the car was a total loss, under her motor insurance policy. Ms J is represented in her complaint by Mr C. I will re... (6 pages)View decision -
Decision Reference DRN5564874
12 Dec 2017 J P Morgan Asset Management (UK) Limited Not upheldInvestment and pensionsMr A’s complaint is that JP Morgan Asset Management (UK) Limited (“JP Morgan”) put him through the process for a new customer when he was an existing customer. He seeks compensation of at least £100 for the trouble and upset caused to him and apologies from the... (2 pages)View decision -
Decision Reference DRN-5492069
29 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5492069 The complaint Mrs A complains about end of contract charges when her agreement with Stellantis Financial Services UK Limited ended. What happened In September 2020 Mrs A was supplied with a car and entered into a lease agreement with Stellantis. At the end of the lease agree... (2 pages)View decision -
Decision Reference DRN3097256
4 Sep 2020 White Dove Garages Limited Not upheldBanking and creditMr S complains that White Dove Garages Limited failed to clear the outstanding finance on a vehicle he used as part-exchange towards a new financial agreement. He wants it to clear that balance and pay compensation.backgroundMr S is represented in this complaint by a family member, Mrs S. ... (3 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision
