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 381196 results
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Decision Reference DRN-5364486
4 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5364486 The complaint Miss A complains that Santander didn’t make reasonable adjustments for her when it introduced its new app. And she complains about issues that arose in the course of making complaints. What happened Miss A complained to Santander in May 2024, having received no... (3 pages)View decision -
Decision Reference DRN-5347014
4 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5347014 The complaint Miss H has complained that Santander UK Plc (“Santander”) failed to set up Standing Orders for her multiple times. Miss H has also complained about staff members accessing her account without her consent and she says that she is treated poorly by staff when she... (3 pages)View decision -
Decision Reference DRN-5297914
4 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5297914 The complaint Miss M has complained that her electric appliance insurer, Domestic & General Insurance Plc (‘D&G’), refused to compensate her after her new dishwasher was damaged during its installation. What happened I issued a provisional decision on this complaint... (6 pages)View decision -
Decision Reference DRN-4716906
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4716906 The complaint Miss O complains that Revolut Ltd has declined to refund payments she says she didn’t make or allow anyone else to make. What happened The facts are well-known to both parties, so I’ll summarise them briefly. In November 2023, Miss O received a call from a scam... (3 pages)View decision -
Decision Reference DRN-5348819
4 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5348819 The complaint Mr and Mrs C complain about delays and poor communication from Ageas Insurance Limited (‘Ageas’) after making a claim on their home insurance policy. References to Ageas include agents who were acting on its behalf. What happened Both parties will be familiar... (5 pages)View decision -
Decision Reference DRN-5368494
4 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5368494 The complaint Mr C and Miss K complain that TSB Bank plc reported a default to Mr C’s credit file following Miss K entering into an Individual Voluntary Arrangement (IVA). The complaint relates to an overdraft in joint names. What happened Miss K entered into an IVA in Dece... (3 pages)View decision -
Decision Reference DRN-5342171
4 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5342171 Complaint Mr H has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In November 2018, Vanquis provided Mr H with a credit c... (3 pages)View decision -
Decision Reference DRN-5404270
4 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404270 The complaint Mr and Mrs M have complained that The Royal London Mutual Insurance Society Limited, trading as Royal London (“RL”) unfairly declined Mr M’s terminal illness claim. What happened Mr and Mrs M bought a joint life insurance policy from RL in 2010. This provided ... (2 pages)View decision -
Decision Reference DRN-5411059
4 Apr 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5411059 The complaint Mr R complains that Aviva Life & Pensions UK Limited has unfairly refused his requests to transfer benefits he holds in a pension plan with the firm. What happened Mr R holds pension savings with Aviva. Those savings are held in a Section 32 Deferred plan t... (4 pages)View decision -
Decision Reference DRN-5398518
4 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5398518 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) has unfairly declined a storm claim under his home insurance policy. Any reference to Mr B or Ageas includes respective agents or representatives. What happened The background of this complaint is well known... (2 pages)View decision
