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 381196 results
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Decision Reference DRN-5306709
25 Jun 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5306709 The complaint Mr V has complained that Mulsanne Insurance Company Limited cancelled his car insurance policy after his car was declared a total loss, despite him having had the car repaired. Any reference to Mulsanne includes its agents. What happened Mr V’s car was damaged ... (2 pages)View decision -
Decision Reference DRN-5647370
25 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5647370 The complaint Mr R is unhappy with the scope of works esure Insurance Limited (“esure”) agreed to cover under his home insurance policy when it reviewed the damage at his property. Mr R was represented during this complaint, but for ease and simplicity, I’ll only refer to Mr... (3 pages)View decision -
Decision Reference DRN-5601730
25 Jun 2025 Hiscox Underwriting Limited UpheldInsuranceDRN-5601730 The complaint T, a company, complains that Hiscox Underwriting Limited (“Hiscox”) has unfairly settled a storm claim under their commercial property insurance policy. Any reference to T, or Hiscox includes respective agents or representatives. What happened The background of... (8 pages)View decision -
Decision Reference DRN-5637429
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5637429 The complaint Miss F complains that Santander UK Plc delayed and blocked her account for nine months as it was investigating a possible scam payment. And that it asked her unreasonable questions, during its investigation. What happened In January 2024 Miss F attempted to mak... (3 pages)View decision -
Decision Reference DRN-5409140
25 Jun 2025 One Insurance Limited Not upheldInsuranceDRN-5409140 The complaint Mr F has complained that his van insurer, One Insurance Limited (‘One Insurance’) unfairly declined a claim he made on his policy and then proceeded to avoid it. What happened In March 2024 Mr F made a claim on his van insurance policy after his vehicle was st... (4 pages)View decision -
Decision Reference DRN-5645019
25 Jun 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5645019 The complaint Mr W complains that he received negligent retirement financial planning advice from Ascot Lloyd Limited trading as Ascot Lloyd. He argues that this caused him to take more income from his self-invested personal pension (‘SIPP’) than necessary, causing him to su... (8 pages)View decision -
Decision Reference DRN-5647268
25 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5647268 The complaint Mr and Mrs W are unhappy with the service and workmanship they received from Lloyds Bank General Insurance Limited (“Lloyds”) under their home insurance policy following a claim for escape of water. What happened Mr and Mrs W made a claim with Lloyds, when a bu... (3 pages)View decision -
Decision Reference DRN-5311411
25 Jun 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5311411 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened a savings and current account with Virgin Money on 12 June 2024. Very soon after sh... (3 pages)View decision -
Decision Reference DRN-5431844
25 Jun 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5431844 The complaint Mr and Mrs R’s complaint is against Lenvi Servicing Limited and relates to a Help to Buy (HTB) loan. The loan was paid off in 2019 but the charge wasn’t removed. This resulted in delay when Mr and Mrs R were re-mortgaging. To settle the complaint, Mr and Mrs R... (3 pages)View decision -
Decision Reference DRN-5168292
25 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5168292 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited (‘SFS’) was of an unsatisfactory quality. What happened In August 2023, Mr M was supplied with a used car through a conditional sale agre... (4 pages)View decision
