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 392389 results
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Decision Reference DRN-5946382
12 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5946382 The complaint Mr E complains that Santander UK Plc irresponsibly provided him with credit. Mr E is supported in bringing this complaint by a representative. But, for ease, I’ll mostly refer to actions and submissions as being those of Mr E himself. What happened Santander ... (6 pages)View decision -
Decision Reference DRN-5777631
12 Nov 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5777631 The complaint Mr M complains that MetLife Europe d.a.c. declined his claim for a hospitalisation benefit under his personal accident policy. What happened Mr M’s policy with MetLife started on 20 April 2023. He was hospitalised in October 2023 due to a stroke, and he made a... (3 pages)View decision -
Decision Reference DRN-5741341
12 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5741341 The complaint Mrs R complains about repairs carried out by Accelerant Insurance Europe SA/NV UK Branch following a claim made on her commercial vehicle insurance policy. Reference to Accelerant includes its agents. What happened Mrs R’s car was damaged in an accident. She ma... (2 pages)View decision -
Decision Reference DRN-5945211
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5945211 The complaint Mr W complains Santander UK Plc (“Santander”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mr W’s’ complaint should be partially upheld. And I said I’d consider anyt... (7 pages)View decision -
Decision Reference DRN-5946509
12 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5946509 The complaint Mr and Mrs B complained that Ageas Insurance Limited (“Ageas”) unfairly declined their claim for damage caused by a storm, under their home insurance policy. What happened Mr and Mrs B made a claim to Ageas when bad weather caused rainwater to enter through the... (3 pages)View decision -
Decision Reference DRN-5895393
12 Nov 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5895393 The complaint Mr B is unhappy that Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) took away his access to his SIPP and ISA history when he transferred his accounts away. He says this caused him a financial loss and he is unhappy with the delay in providin... (8 pages)View decision -
Decision Reference DRN-5926744
12 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5926744 The complaint Ms B complains that she was given incorrect information by The Prudential Assurance Company Limited (“Prudential”) about being able to receive her pension benefits early due to ill-health. What happened Ms B holds pension savings with Prudential. In July 2025 M... (3 pages)View decision -
Decision Reference DRN-5715115
12 Nov 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5715115 The complaint Miss G complains that a car acquired under a conditional sale agreement through Volvo Car Financial Services UK Limited (“VCFS”) wasn’t of satisfactory quality when it was supplied to her. At times during this complaint, Miss G has been represented. But for ea... (5 pages)View decision -
Decision Reference DRN-5778984
12 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5778984 The complaint Mrs M and Mr M complain about AXA Insurance UK Plc (“AXA”) and the handling, and settlement, of the claim they made on their home insurance policy. Mrs M and Mr M have been represented by Ms W during the claim and complaint process. So, when referring to Ms W, ... (6 pages)View decision -
Decision Reference DRN-5927421
12 Nov 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5927421 The complaint Mr and Mrs O complain that Lenvi Servicing Limited didn’t provide them with a deed of postponement for their help to buy shared equity loan in a reasonable time. As a result they missed out on re-mortgaging their main mortgage. What happened Mr and Mrs O bought... (5 pages)View decision