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 366874 results
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Decision Reference DRN-5503800
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5503800 The complaint Mr T and Mrs T complain about how U K Insurance Limited (UKI).dealt with a claim under their motor insurance policy following a collision with a third party vehicle, deeming it to be a fault claim. References to UKI in this decision include their agents. What... (3 pages)View decision -
Decision Reference DRN-5559086
2 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5559086 The complaint Mr F and Mr S say Metro Bank PLC (“Metro”) refuses to refund them for transactions on their account that they say were unauthorised. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr F and M... (2 pages)View decision -
Decision Reference DRN-5597339
2 Jun 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5597339 The complaint Mr S complains that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (HF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were se... (7 pages)View decision -
Decision Reference DRN-5411914
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5411914 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) recorded a claim as a fault claim under his car insurance policy. What happened In January 2020 Mr B was involved in an incident. He said a lorry crossed lanes and collided into his car... (2 pages)View decision -
Decision Reference DRN-5141519
2 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5141519 The complaint Mr W is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) have handled his subsidence claim on his home Insurance policy. Any reference to Admiral includes its agents. What happened The background of this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5175829
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5175829 The complaint Mr L has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened SCF supplied Mr L with a used car on a conditional sale agreement in April 2024. The cash price of th... (3 pages)View decision -
Decision Reference DRN-5584920
2 Jun 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5584920 The complaint Mr K complains that he couldn’t contact Red Sands Insurance Company (Europe) Limited when he wanted to make a claim on his travel insurance policy for medical assistance. What happened Mr K was on holiday and needed to contact Red Sands to discuss a claim rela... (2 pages)View decision -
Decision Reference DRN-5380175
2 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5380175 The complaint Mr D has complained that his motor insurer, Advantage Insurance Company Limited (‘Advantage’), turned down a claim he made on his policy after his car was stolen. Advantage is the underwriter of this policy i.e., the insurer. During the claim Mr D also dealt w... (4 pages)View decision -
Decision Reference DRN-5597483
2 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5597483 The complaint Mrs S has complained about Santander UK Plc holding her liable for a debt which was taken out as part of a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency ... (2 pages)View decision -
Decision Reference DRN-5590301
2 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5590301 The complaint Mr B complains that Kroo Bank Ltd (“Kroo”) failed to protect his account, enabling funds to be taken. Mr B would like Kroo to make additional payments for the impact this has had on him. What happened After noticing some payments were taken from his Kroo accoun... (3 pages)View decision
