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-5799389
17 Sep 2025 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5799389 The complaint Ms B complains, through her father, that Collingwood Insurance Services (U.K.) Limited (“CISL”) mishandled her motor insurance policy. What happened In March 2024, Ms B had a provisional driving licence. On about 15 March 2024, she went online and took out a l... (3 pages)View decision -
Decision Reference DRN-5810549
17 Sep 2025 TrinityBridge Limited UpheldInvestmentsDRN-5810549 The complaint Mr and Mrs D complain that TrinityBridge Limited gave them unsuitable investment advice. They say they were pressured into investing in ethical investments. They want TrinityBridge to refund its initial fee and on-going fees, and to compensate them based on the... (9 pages)View decision -
Decision Reference DRN-5822338
17 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5822338 The complaint Mr J complains Admiral Insurance (Gibraltar) Limited (Admiral) didn’t complete satisfactory repairs to his car after he made a claim on his motor insurance policy. He further complained about delays from December 2024. There are several parties and representat... (4 pages)View decision -
Decision Reference DRN-5821109
17 Sep 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5821109 The complaint Mr Y complains about the information given to him by Zurich Insurance Company Ltd when he told it about a change in health under his travel insurance policy. All references to Zurich include the agents appointed to administer the policy on its behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5820007
17 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5820007 The complaint Mr B complains that Santander UK Plc lent to him irresponsibly. What happened Mr B took out an overdraft with Santander in August 2022 and increased the overdraft limit as follows: Date Existing Limit Increase New Limit 09 August 2022£0 £200£200 11 August 202... (4 pages)View decision -
Decision Reference DRN-5541896
17 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5541896 The complaint Mr P is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance UK Ltd trading as CA Auto Finance (‘CAF’) was of an unsatisfactory quality. What happened In August 2023, Mr P was supplied with a used car through a p... (4 pages)View decision -
Decision Reference DRN-5527669
17 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5527669 The complaint Mr W complains Trading 212 UK Limited (T212) has treated him unfairly by requiring him to share biometric security data in order to access his accounts. What happened Mr W’s been a customer of T212 since around 2020. He’s found recently than when attempting to... (3 pages)View decision -
Decision Reference DRN-5705887
17 Sep 2025 St Andrew's Insurance plc UpheldInsuranceDRN-5705887 The complaint Ms B complains about St Andrew’s Insurance Plc (“SAI”) and the way her home insurance claim has been handled. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in detail. But to s... (5 pages)View decision -
Decision Reference DRN-5551798
17 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5551798 The complaint Mr H complains that The Prudential Assurance Company Limited didn’t cancel the deductions of ongoing advice charges when his adviser moved to a new firm. What happened The details of this complaint are well known to both parties and aren’t in dispute. As such, ... (3 pages)View decision -
Decision Reference DRN-5585398
17 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5585398 The complaint Mr H complains that The Prudential Assurance Company Limited didn’t cancel the deductions of ongoing advice charges when his adviser moved to a new firm. What happened The details of this complaint are well known to both parties and aren’t in dispute. As such, ... (3 pages)View decision