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 380824 results
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Decision Reference DRN-5577768
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5577768 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) paid for the total loss of his car following a claim made on his car insurance policy. What happened In November 2024 Mr M made a claim on his car insurance policy after his car ... (3 pages)View decision -
Decision Reference DRN-5667604
4 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5667604 The complaint Mr M complains about the quality of the car he was supplied by Black Horse Limited trading as Land Rover Financial Services (“Black Horse”). What happened Mr M entered a hire purchase agreement with Black Horse in April 2022 for a new car. It was a three-year a... (3 pages)View decision -
Decision Reference DRN-5401924
4 Jul 2025 IPS Pensions Limited Not upheldPensions and AnnuitiesDRN-5401924 The complaint Mr F complains that IPS Pensions Limited trading as James Hay Partnership (“James Hay”) didn’t carry out reasonable due diligence on his investment in the Stirling Mortimer No 4 Cape Verde fund (“SMCV4 fund”), the EEA Life Settlements fund (“the EEA fund”) and ... (17 pages)View decision -
Decision Reference DRN-5308210
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5308210 The complaint Miss P complains about Santander UK Plc. She says that she has been the victim of a scam and would like Santander to refund her. What happened In October 2020 Miss P was discussing her financial situation with a client who worked in sales for a company I will... (3 pages)View decision -
Decision Reference DRN-5671723
4 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5671723 The complaint Miss P is unhappy with the service she’d received from Clydesdale Bank Plc, trading as Virgin Money, surrounding a large transfer she made into her credit card account. What happened In February 2024, Miss P transferred a large sum of money into her Virgin cre... (3 pages)View decision -
Decision Reference DRN-5669221
4 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5669221 The complaint Mr W complains that Phoenix Life Limited (“Phoenix”) caused delays when transferring his pension fund have caused him financial loss, and that Phoenix did not tell him that he had options other than transferring to a specific provider. Mr W’s complaint has bee... (4 pages)View decision -
Decision Reference DRN-5633467
4 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5633467 The complaint Miss S is unhappy that Aviva Insurance Limited (“Aviva”) declined her storm damage claim. Any reference to what Miss S or what Aviva have said should be taken to include anything said on their behalf. What happened The background to this complaint is well-known... (3 pages)View decision -
Decision Reference DRN-5670207
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5670207 The complaint Ms C and Mr M complain that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (20 pages)View decision -
Decision Reference DRN-5671489
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5671489 The complaint Mr G is unhappy that American Express Services Europe Limited ("AmEx") didn't make promotional offers available to him immediately upon opening an account with them, and that AmEx didn’t honour his right to withdraw from the account contract with... (2 pages)View decision -
Decision Reference DRN-5555210
4 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5555210 The complaint Mrs L and Mr L have complained that AXA Insurance UK Plc unfairly declined their claim for damage which they said was caused by a storm, but AXA said was caused by a flood. Mrs L’s and Mr L’s policy excludes cover for flood damage. What happened Mrs L and Mr L ... (3 pages)View decision
