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 4563 results
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Decision Reference DRN-3111391
17 Dec 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3111391 The complaint Mr R is unhappy that Barclays Bank UK PLC (Barclays) have held him responsible for a loan taken out in his name, as well as some additional payments made from his account. Mr R says he didn’t take out the loan or make the subsequent transactions. What happened In ... (5 pages)View decision -
Decision Reference DRN-5593548
19 Aug 2025 Mercedes-Benz Insurance Services UK Limited Not upheldInsuranceDRN-5593548 The complaint Miss D has complained about the service provided by Mercedes-Benz Insurance Services UK Limited (‘Mercedes’), an insurance intermediary, when she wanted to make a claim on her roadside assistance policy. All references to Mercedes include its agents. What hap... (3 pages)View decision -
Decision Reference DRN0445455
13 Aug 2020 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr S is unhappy about a claim he made under a ‘tools in transit’ insurance policy with Great Lakes Insurance SE, because it didn’t cover all the items stolen when his van was broken into. backgroundIn the spring of 2019 Mr S’ van was broken into whilst outside his home and tools he used fo... (2 pages)View decision -
Decision Reference DRN-5282564
24 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5282564 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited recorded incorrect information about claims made on his car insurance policy. What happened Mr C had a car insurance policy with Admiral. In October 2019, a third-party hit Mr C’s parked car and a claim ... (2 pages)View decision -
Decision Reference DRN-2541855
29 Jan 2021 Santander UK Plc Not upheldInvestmentsDRN-2541855 The complaint Mr E complains that a delay in transferring his ISA held with Santander UK Plc led to his money losing its ISA status and tax benefits. What happened Mr E held a structured ISA plan with Santander that he’d started in 2014. It was due to mature on 23 June 2020 an... (2 pages)View decision -
Decision Reference DRN3803799
26 Apr 2019 Shawbrook Bank Limited Not upheldBanking and creditMr D complains that a member of staff at Shawbrook Bank Limited took home his personal information and misplaced it. backgroundMr D says he received a letter from Shawbrook stating that his personal information was misplaced by a member of staff who had taken home info... (2 pages)View decision -
Decision Reference DRN6132248
27 Jul 2015 The Mortgage Business Plc UpheldBanking and creditThis complaint is about a buy-to-let (BTL) mortgage Mr C has with The Mortgage Business Plc (TMB).backgroundMr C took out a BTL mortgage with TMB. He also had a BTL mortgage with another lender (which I will refer to as W) for the property next door. The solicitors... (2 pages)View decision -
Decision Reference DRN3944292
2 Sep 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr C has complained that Hastings Insurance Services Limited, a broker, didn’t update hiscar insurance policy with his new car details and this led to a claim he made being declinedby the insurer.backgroundMr C bought a car insurance policy through Hastings. In February 2019 he called to t... (4 pages)View decision -
Decision Reference DRN8939098
7 Oct 2015 Scottish Widows plc Not upheldInsurance (excluding PPI)Mrs D’s complaint concerns a Scottish Widows Plc Care Plan taken out by her husband, Mr D.Mrs D does not agree Scottish Widows has interpreted the terms of the policy correctly. She believes she should be able to claim the full amount of the benefit available from ... (4 pages)View decision -
Decision Reference DRN-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 pages)View decision
