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-5834394
25 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5834394 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports coupe car made by a premium-brand car-maker and first registe... (4 pages)View decision -
Decision Reference DRN-5837477
25 Sep 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5837477 The complaint Mr F has complained that Legal and General Assurance Society Limited sent information to his GP’s surgery without his consent. What happened The background to this complaint is well known to the parties. In summary Mr F had the benefit of a group income protect... (2 pages)View decision -
Decision Reference DRN-5816194
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5816194 The complaint Ms T complains that Bank of Scotland plc trading as Halifax has treated her unfairly in relation to its obligations with regard to a payment she made using her credit card. What happened In March 2024, Ms T made a payment of £6,727.74 to a merchant, who I’ll ca... (4 pages)View decision -
Decision Reference DRN-5190838
25 Sep 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5190838 The complaint Miss F opened a two years fixed term Individual Savings Account (‘ISA’) with Barclays Bank UK PLC (‘Barclays’) in January 2023, maturing in January 2025. In June 2024 she initiated a transfer of the ISA from Barclays to Nationwide. Upon completion of the transf... (3 pages)View decision -
Decision Reference DRN-5758938
25 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5758938 The complaint Mrs M’s complained – in her capacity as executor of her late husband, Mr M’s estate – that Aviva Life & Pensions UK Limited have unfairly refused to pay the estate the full value of Mr M’s life insurance policy. What happened Mr M bought a life insurance po... (3 pages)View decision -
Decision Reference DRN-5586122
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586122 The complaint Mr S complains that Santander UK Plc (‘Santander’) reviewed his account and returned over £12,000 in credits he received into his account. What happened The details of this complaint are well known to both parties so I will not go into every detail of what hap... (3 pages)View decision -
Decision Reference DRN-5839031
25 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5839031 The complaint Miss H and Mr H are unhappy with how AXA PPP Healthcare Limited (AXA) handled their private medical insurance claim. Miss H is insured under the policy and the claim on this complaint relates to Miss H. But as Mr H is the lead complainant, I will refer to him m... (4 pages)View decision -
Decision Reference DRN-5357795
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357795 The complaint Mr A complains about Revolut Ltd. He says that he has been the victim of a scam and would like Revolut to refund him the money he has lost as a result. What happened Mr A was looking for a rental property online and came across suitable accommodation on a leg... (3 pages)View decision -
Decision Reference DRN-5304886
25 Sep 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5304886 The complaint Miss A complains about the quality of a vehicle she acquired through a hire purchase agreement with MI Vehicle Finance Limited (“MI”). What happened Miss A entered into a hire purchase agreement in May 2023 for the supply of a used car. At the time of supply, t... (4 pages)View decision -
Decision Reference DRN-5764972
25 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5764972 The complaint Miss J is unhappy with how a default was dealt with on a car supplied under a hire purchase agreement with RCI Financial Services Limited (RCI). When I refer to what Miss J has said and what RCI have said, it should also be taken to include things said on thei... (3 pages)View decision