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 370904 results
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Decision Reference DRN-5064944
8 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064944 The complaint Miss D complains that the car she acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. She says she identified a number of issues and problems with the car on the day it was delivered, and it was subsequently collected by the supply... (4 pages)View decision -
Decision Reference DRN-5228631
8 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5228631 The complaint Ms C has complained about, in summary, the poor customer service provided by Phoenix Life Limited since she tried to take the benefits from her personal pension in May 2023. She considers Phoenix Life Limited has been blocking her from accessing her pension. Wh... (6 pages)View decision -
Decision Reference DRN-5232919
8 Jan 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5232919 The complaint Mr C is unhappy Casualty & General Insurance Company (Europe) Ltd (CGIE) turned down a claim he made on his pet insurance policy. What happened In April 2024 Mr C contacted CGIE to claim for veterinary costs incurred when his dog was attacked by another dog... (3 pages)View decision -
Decision Reference DRN-5248152
8 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5248152 The complaint Ms S complains that Santander UK Plc (Santander) won’t refund her money she lost in an investment scam. Ms S is represented by a third-party, but I’ll refer only to Ms S for ease of reading. What happened The circumstances surrounding this fraud are well known... (5 pages)View decision -
Decision Reference DRN-5109099
8 Jan 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5109099 The complaint Mr and Mrs H are unhappy with what Gresham Insurance Company Limited did following a claim they made on their legal expenses insurance policy. All references to Gresham include its agents and claims handlers. What happened In July 2010 Mr and Mrs H’s son was tr... (3 pages)View decision -
Decision Reference DRN-4860480
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4860480 The complaint Mr and Mrs F complain that Barclays Bank UK PLC (“Barclays”) have failed to refund the money they lost as part of a scam. Mr F seems to have been the person who mainly interacted with the scammer, so I will mainly refer to Mr F – even though the loss came from ... (2 pages)View decision -
Decision Reference DRN-5161462
8 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5161462 The complaint Mr A has complained that Vanquis Bank registered a fraud marker against him. What happened Mr A had an account with Vanquis. In 2020, they asked him for proof of identity, which wasn’t received, so they closed the account. Separately, Vanquis registered a fraud... (2 pages)View decision -
Decision Reference DRN-5246426
8 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5246426 The complaint Mr M’s complaint is that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’) was mis sold to him and not of satisfactory quality. He has asked Santander to take the car back and to provide a full refund, to re... (6 pages)View decision -
Decision Reference DRN-5144887
8 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5144887 The complaint Ms P says U K Insurance Limited (UKI) mis-sold her a legal expenses insurance policy. What happened Ms P took out insurance with UKI in June 2010 which included legal expenses cover. After making claims on that policy she found it contained an exclusion for cla... (2 pages)View decision -
Decision Reference DRN-5138723
8 Jan 2025 Soteria Insurance Limited UpheldInsuranceDRN-5138723 The complaint Mr and Mrs H complain that Soteria Insurance Limited has caused delays with a claim on their buildings and contents insurance policy and ignored reasonable requests, including a request for a site meeting, which has led to further damage. What happened Mr and M... (4 pages)View decision
