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 393318 results
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Decision Reference DRN-5904868
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904868 The complaint Mrs M complains about how Legal and General Assurance Society Limited (L&G) dealt with her cover under a joint life insurance policy. What happened In October 2024, L&G wrote to Mrs M and said it was cancelling her joint life insurance policy. However, ... (2 pages)View decision -
Decision Reference DRN-5904897
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904897 The complaint Mr and Mrs M complain because Legal and General Assurance Society Limited (L&G) cancelled their joint life insurance policy. What happened Mr and Mrs M took out a joint life insurance policy with L&G in July 2008. In 2024, L&G cancelled the policy a... (2 pages)View decision -
Decision Reference DRN-5912864
30 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5912864 The complaint Mr R has complained his insurer, Ageas Insurance Limited, didn’t pay a fair settlement for his car under his motor insurance policy after it was stolen. What happened Mr R’s car was stolen. His motor insurer, Ageas, said the market value of his car was about £1... (5 pages)View decision -
Decision Reference DRN-5915417
30 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5915417 The complaint Mr I complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr I has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr I himself where I also mean the representative. What happened... (6 pages)View decision -
Decision Reference DRN-5905911
30 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5905911 The complaint Mr S’ complaint is about a mortgage he has with Santander UK Plc. He considers that Santander mishandled his account and didn’t provide appropriate support to him when he was in financial difficulties, which resulted in serious financial and personal hardship. ... (3 pages)View decision -
Decision Reference DRN-5818020
29 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5818020 The complaint Miss D complains that Vanquis Bank Limited lent to her irresponsibly. What happened In August 2024 Miss D applied for a credit card account with Vanquis. The application was approved, and Miss D was given a card with an initial credit limit of £1200. Miss D co... (2 pages)View decision -
Decision Reference DRN-5915312
29 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5915312 The complaint Mr G has complained about how AXA Insurance UK Plc (“AXA”) has recorded a claim he made under his landlord insurance policy. What happened Mr G holds a residential landlord insurance policy with AXA. In March 2024, he was notified by his managing agent that the... (3 pages)View decision -
Decision Reference DRN-5819501
29 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5819501 The complaint Mrs B complains that she was mis sold a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis). What happened In January 2022 Mrs B was supplied with a used car through a hire purchase agreement with Stellantis. She paid an advance p... (4 pages)View decision -
Decision Reference DRN-5909706
29 Oct 2025 StoneX Financial Ltd UpheldInvestmentsDRN-5909706 The complaint Mr H complains an error by StoneX Financial Ltd trading as Forex.com (“StoneX”) closed his trading positions causing losses. He says StoneX didn’t reinstate his trades properly and he seeks a return of the £92,500 balance his account had before the error occurr... (9 pages)View decision -
Decision Reference DRN-5877794
29 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5877794 The complaint Miss H has complained that Aviva Life & Pensions UK Limited has delayed the payment of her pension benefits, which caused her significant trouble and upset. What happened The investigator who considered this matter set out the background to the complaint in... (4 pages)View decision