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 367300 results
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Decision Reference DRN-4928780
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4928780 The complaint Mr L complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5393515
23 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5393515 The complaint Mr D complains that Red Sands Insurance Company (Europe) Limited declined his cycling insurance policy claim. My references to Red Sands include its agents. What happened In September 2023 Mr D bought cycling insurance to cover two bikes, the insurer was Red S... (5 pages)View decision -
Decision Reference DRN-5581496
23 May 2025 Vitality Health Limited Not upheldInsuranceDRN-5581496 The complaint Mr D complains that Vitality Health Limited delayed cancelling his private health insurance policy, and how it handled a claim for mental health under the policy. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-5495257
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5495257 The complaint Miss T complains that Barclays Bank UK PLC trading as Tesco Bank hasn’t refunded a payment she made using her credit card. What happened In August 2024, Miss T paid for some glazing for her home using her Tesco credit card. She paid £3,600 to a company I’ll ref... (3 pages)View decision -
Decision Reference DRN-5263712
23 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5263712 The complaint Dr P complains that Phoenix Life Limited trading as Standard Life (“Standard Life”) made a number of errors when paying out the proceeds of his pension, meaning that the wrong amount was reported to HMRC affecting his tax position and causing him additional wor... (3 pages)View decision -
Decision Reference DRN-5457408
23 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5457408 The complaint Mrs B and Mr I complain about an additional premium charged by Admiral Insurance (Gibraltar) Limited (“Admiral”) for their multicar motor insurance policy. Mr I has acted as the main representative during the complaint process. So, for ease of reference, I wil... (3 pages)View decision -
Decision Reference DRN-5503918
23 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5503918 The complaint Mr and Mrs B have complained about the way HDI Global Speciality SE handled a claim they made on their buildings insurance policy. Reference to HDI includes its agents and representatives. As Mr B has primarily dealt with things, I’ll refer to him only for eas... (2 pages)View decision -
Decision Reference DRN-5581403
23 May 2025 esure Insurance Limited UpheldInsuranceDRN-5581403 The complaint Mr and Mrs C have complained about their car insurer esure Insurance Limited (Esure) regarding its handling of a claim they made when their car was damaged in an accident. For ease of reading I’ll mainly only refer to Mr C in the body of my decision. What hap... (6 pages)View decision -
Decision Reference DRN-5536600
23 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5536600 The complaint Mr and Mrs W are unhappy with the service they received from Great Lakes Insurance UK Limited when they claimed on their travel insurance policy. What happened Mr and Mrs W were abroad with their child when Mrs W became seriously ill and required emergency medi... (4 pages)View decision -
Decision Reference DRN-5572925
23 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5572925 The complaint Mr H complains Nationwide Building Society (“Nationwide”) closed his accounts and applied an adverse fraud marker against him after receiving a fraud report from another bank. Mr H is also unhappy Nationwide didn’t give him sufficient time to show his entitleme... (6 pages)View decision
