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-5879837
14 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5879837 The complaint Mx C complained that Advantage Insurance Company Limited unfairly cancelled their car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mx C bought a car insurance policy with the insurer Advantage in Nov... (3 pages)View decision -
Decision Reference DRN-5635109
14 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5635109 The complaint Ms D complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increases. What happened In November 2020 Ms D applied for a revolving credit facility with... (4 pages)View decision -
Decision Reference DRN-5597561
14 Oct 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5597561 The complaint Mrs B has complained that Scottish Equitable Plc trading as Aegon (‘Aegon’) hasn’t applied her pension contributions since April 2024. These contributions are made through her employer as she is a member of her employer’s group personal pension (‘GPP’). Mrs B s... (7 pages)View decision -
Decision Reference DRN-5880551
14 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5880551 The complaint Mr Y has complained about the amount esure Insurance Limited has paid in settlement of his claim under his car insurance policy. What happened Mr Y’s vehicle was stolen in January 2025 and he made a claim under his policy. esure asked him to provide certain do... (6 pages)View decision -
Decision Reference DRN-5764540
14 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5764540 The complaint Mr H has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under his appliance warranty. What happened Mr H contacted D&G to send an engineer to repair his washer dryer. The engineer assessed the machine and ordered par... (2 pages)View decision -
Decision Reference DRN-5534330
14 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5534330 The complaint Mr M complains that Bank of Scotland plc – trading as Halifax (Halifax) treated him unfairly by closing his account without notice. What happened Mr M opened an account (the Account) with Halifax in February 2016. Halifax told us that: • In September 2024, a... (4 pages)View decision -
Decision Reference DRN-5748622
14 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5748622 The complaint Mr S is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) carried out the repairs on his car following a road traffic accident. He’s also happy with how his claim was handled. What happened Mr S has a motor insurance policy which is underwritten ... (2 pages)View decision -
Decision Reference DRN-5846633
14 Oct 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5846633 The complaint Mr S complains about end of contract charges applied by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“Skoda FS”). He’s also unhappy that they didn’t reduce the charges as agreed, and their continued handling of the matter. Wh... (3 pages)View decision -
Decision Reference DRN-5880372
14 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5880372 The complaint Mr L complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his buildings insurance policy. What happened The events are well known to both parties so I won’t go into detail here. Mr L first raised a claim with Admiral for an escape of wat... (3 pages)View decision -
Decision Reference DRN-5819597
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5819597 The complaint Mr S complains that Santander unfairly closed his bank account without notice and without providing a reason. What happened Mr S, an international student studying in the UK, opened a bank account with Santander on 18 March 2025. He says that this account was t... (5 pages)View decision