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-5655707
17 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5655707 The complaint Mr H complains that esure Insurance Limited (esure) recorded his details on the Credit Industry Fraud Avoidance System (CIFAS) which he says resulted in him being unable to open a bank account. He’d like the fraud marker removed. What happened In March 2020, a ... (3 pages)View decision -
Decision Reference DRN-5802525
17 Sep 2025 Saga Services Limited Not upheldInsuranceDRN-5802525 The complaint Ms M complains that she was mis-sold a travel insurance policy by Saga Services Limited. Reference to Saga includes its agents. Mrs B is assisting Ms M in bringing her complaint. I’ll refer to comments from Mrs B as coming from Ms M. Ms M made a separate compl... (3 pages)View decision -
Decision Reference DRN-5662894
17 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5662894 The complaint Mr M complains that U K Insurance Limited (“UKI”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance was a car, first registered in about 2013. Mr M acquired the car in about 2022. For the year from mid-Februa... (3 pages)View decision -
Decision Reference DRN-5615750
17 Sep 2025 Elderbridge Limited UpheldMortgagesDRN-5615750 The complaint Mr R’s complaint is about a second charge secured loan he has with Elderbridge Limited. He is unhappy with the balance of the loan, which means that he is going to have to make payments beyond the end of the term. Essentially, Mr R thinks that he has paid more ... (4 pages)View decision -
Decision Reference DRN-5714100
17 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5714100 The complaint Mr W is complaining that Santander UK Plc won’t refund payments he says he didn’t authorise. What happened Mr W was selling some items on an online marketplace. He was contacted by someone pretending to be from the marketplace (“the scammer”) who told him that ... (4 pages)View decision -
Decision Reference DRN-5778070
17 Sep 2025 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-5778070 The complaint Miss A complains that Elevate Portfolio Services Limited trading as abrdn Elevate (“Elevate”) has treated her unfairly when it exercised its discretion over the payment of some pension benefits following the death of her father. What happened Miss A’s father (w... (4 pages)View decision -
Decision Reference DRN-5746755
17 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5746755 The complaint T complains that AXA Insurance UK Plc has unfairly settled a claim made on its commercial insurance policy. T says AXA failed to cover the costs it incurred after it paid to repair damage to televisions damaged in transit. T says the settlement was delayed and ... (4 pages)View decision -
Decision Reference DRN-5781161
17 Sep 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5781161 The complaint Mr S complains that Scottish Widows Limited clawed back premiums it paid into his pension under a waiver of premium clause in his personal pension policy. What happened Mr S had a personal pension with Scottish Widows. In October 2024, he asked it to pay him th... (9 pages)View decision -
Decision Reference DRN-5570028
17 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5570028 The complaint Mr W complains Zempler Bank Limited trading as Advanced Payment Solutions Limited (APS) blocked his account and asked for proof of address to reinstate it. He also complains about the service he received when a replacement debit card was ordered and about payme... (5 pages)View decision -
Decision Reference DRN-5626858
17 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5626858 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made by a premium-brand car-make... (3 pages)View decision