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 369227 results
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Decision Reference DRN-5604297
13 Jun 2025 ReAssure Life Limited UpheldInsuranceDRN-5604297 The complaint Mr N complains about the way ReAssure Life Limited has administered his protection policy. He says it has made multiple errors when providing information about the premiums and benefits of the policy and he has lost faith in the firm to correctly pay any claim.... (3 pages)View decision -
Decision Reference DRN-5558403
13 Jun 2025 Evolution Lending Limited UpheldMortgagesDRN-5558403 The complaint Mr and Mrs E complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). They complain that they couldn’t afford the monthly loan payments and the loan didn’t repay all of their existing debts. What happened In 2019... (4 pages)View decision -
Decision Reference DRN-5487061
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5487061 The complaint Mr D1(father) and Mr D2 (son) complain that Santander UK Plc refused to speak to with Mr D2 on the telephone, after asking him security questions. They also complain that they weren’t given information when they requested it. The details of this complaint are w... (1 page)View decision -
Decision Reference DRN-5613263
13 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5613263 The complaint Ms D & Mr H complain about the way Advantage Insurance Company Limited (“Advantage”) dealt with and investigated a claim following a collision under their car insurance policy. The collision in question involved Ms D and I can see from the file she’s been t... (7 pages)View decision -
Decision Reference DRN-5586303
13 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5586303 The complaint Miss C complains about the way Ageas Insurance Limited (Ageas) handled a claim she made under her home insurance policy. Miss C is being represented in this complaint, but as the policy belongs to Miss C and for ease, I’ve referred to her throughout. What happe... (3 pages)View decision -
Decision Reference DRN-5453402
13 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5453402 The complaint Mr D complains Experian Limited is reporting incorrect information on his credit file. What happened When applying for lending, Mr D noticed his credit score was lower than expected. As a result, he reviewed his credit file and said Experian was reporting an a... (3 pages)View decision -
Decision Reference DRN-5510269
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510269 The complaint Mr I complains the failure of Barclays Bank UK PLC’s mobile application (app) meant he couldn’t make purchases and missed an important family event. What happened Barclays’ app stopped working on the morning of 8 March 2025. This meant Mr I couldn’t transfer ... (3 pages)View decision -
Decision Reference DRN-5606595
13 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5606595 The complaint Mr L is unhappy that Vitality Life Limited has declined a claim on his life and serious illness cover policy. Throughout the claim and complaint process, Mr L has had a representative helping him. In this decision, any reference to Mr L includes the actions and... (6 pages)View decision -
Decision Reference DRN-5399008
13 Jun 2025 RAC Insurance Limited Not upheldInsuranceDRN-5399008 The complaint Mr T says RAC Insurance Limited unreasonably declined a claim he made under the tyre replacement cover added to his motor breakdown policy. What happened Mr T’s car failed an MOT assessment due to exposed cords showing on one of its tyres. He claimed for the c... (2 pages)View decision -
Decision Reference DRN-5026086
13 Jun 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5026086 The complaint Mr W complains about the way Hargreaves Lansdown Asset Management Limited (HLAM) dealt with the sale of shares he held with it. He says it failed to honour the option he took up, and this caused him a financial loss when the value fell when the shares were even... (4 pages)View decision
