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-5603094
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5603094 The complaint I, a company, complains about the way in which U K Insurance Limited (‘UKI’) handled a claim on its commercial legal expenses insurance policy. I says UKI treated it unfairly. In this decision all references to UKI include their claims handlers. I’s complaint ... (2 pages)View decision -
Decision Reference DRN-5786236
1 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5786236 The complaint Mr K complains because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid the full amount of a curtailment claim under his travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behal... (4 pages)View decision -
Decision Reference DRN-5709852
1 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5709852 The complaint Mr W complains that Advantage Insurance Company Limited settled a claim made on his motor insurance policy as split liability. He’s also unhappy that it misled him about this and didn’t communicate its change in decision. He wants his No Claims Bonus (NCB) rest... (2 pages)View decision -
Decision Reference DRN-5703856
1 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5703856 The complaint V has complained that Santander UK Plc applied a block to its business account without warning. In this decision, I will on occasion refer to Mr P. This is because he is representing V, as its owner. What happened In late March 2025, Mr P logged onto V’s accoun... (2 pages)View decision -
Decision Reference DRN-5593881
1 Sep 2025 Ecology Building Society Not upheldMortgagesDRN-5593881 The complaint Mr G complains about how Ecology Building Society has dealt with his mortgage. He says it undervalued his property, it didn’t make clear that it wouldn’t release some of the retained mortgage money, it declined his request for a payment holiday unfairly, and it... (3 pages)View decision -
Decision Reference DRN-5771751
1 Sep 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5771751 The complaint This complaint is about a mortgage that Mr M holds, jointly with a third party, with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that Mr M believes VM treated him unfairly by refusing to apply his preferred forbearance opti... (4 pages)View decision -
Decision Reference DRN-5601191
1 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5601191 The complaint Miss C complains that Capital One (Europe) plc irresponsibly lent to her. Miss C is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss C ... (3 pages)View decision -
Decision Reference DRN-5229456
1 Sep 2025 Whitechurch Securities Limited UpheldPensions and AnnuitiesDRN-5229456 The complaint Mr P complains that Whitechurch Securities Limited (Whitechurch) have charged him ongoing advice fees for his personal pension, but he hasn’t received any advice. What happened Mr P and his partner were originally clients of the advisory firm Bowen Coade Busst... (4 pages)View decision -
Decision Reference DRN-5664959
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5664959 The complaint Mr E complains that U K Insurance Limited (“UKI”) mishandled his motor insurance policy. What happened The subject matter of the insurance is a car, first registered in 2016. Mr E acquired the car and from about 20 September 2016, he insured it on a comprehens... (5 pages)View decision -
Decision Reference DRN-5618137
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5618137 The complaint Mr M complains that Moneybarn No. 1 Limited lent to him irresponsibly. What happened On 18 January 2024, Mr M entered into a Conditional Sale Agreement with Moneybarn in order to acquire a used car. It was agreed on the following terms: Cash price Deposit paid... (3 pages)View decision