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 367928 results
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Decision Reference DRN-5324739
4 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5324739 The complaint Mr A is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CA Auto’) was of an unsatisfactory quality. What happened In June 2023, Mr A was supplied with a used car through a personal contract purchase... (4 pages)View decision -
Decision Reference DRN-5590942
4 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5590942 The complaint Mr C’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined his terminal illness and critical illness claims and cancelled the policies. Mr C has been assisted in making his complaint by a claims management company (CMC). Co... (3 pages)View decision -
Decision Reference DRN-5253688
4 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5253688 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he was ... (4 pages)View decision -
Decision Reference DRN-5253683
4 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5253683 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he w... (3 pages)View decision -
Decision Reference DRN-5602165
4 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5602165 The complaint Mrs B complains about how Advantage Insurance Company Limited (Advantage) dealt with a claim under her motor insurance policy, deeming it to be a fault claim. Mrs B also thinks the third party claim was exaggerated and should not have been settled by Advantage.... (7 pages)View decision -
Decision Reference DRN-5593897
4 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5593897 The complaint Mrs C and Mr H complain about AXA Insurance UK Plc’s handling of a claim under a home insurance policy. What happened Mrs C and Mr H had a home insurance policy with AXA. In October 2023, they discovered a leak within their living room, also affecting the kitch... (3 pages)View decision -
Decision Reference DRN-5150430
4 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5150430 The complaint Mr K complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5598586
4 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5598586 The complaint Mr S complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provision... (6 pages)View decision -
Decision Reference DRN-5599772
4 Jun 2025 Unum Ltd UpheldInsuranceDRN-5599772 The complaint Mr R complains that Unum Ltd declined an incapacity claim he made on a group income protection policy, and how long it took to reach a decision. What happened Mr R is a member of his employer’s group income protection policy. The policy pays a monthly benefit ... (6 pages)View decision -
Decision Reference DRN-5513669
4 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5513669 The complaint Mr S and Ms T have complained about their property insurer U K Insurance Limited regarding its handling of a subsidence claim initially made to it, and at that time declined, in 2015. Ms T, sometimes represented by Mr L, has been the one with the most involvem... (4 pages)View decision
