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-5531359
26 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5531359 The complaint Mr and Mrs G are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their home emergency claim and they’d like the cost of repair reimbursed. Mr and Mrs G had home insurance underwritten by RSA, which included home emergency cover. ... (3 pages)View decision -
Decision Reference DRN-5554044
26 Aug 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5554044 The complaint Mr N has complained that Legal and General Assurance Society Limited (L & G) did not make him aware that taking the benefits from his late father’s annuity as a lump sum would cause him to incur a tax charge from His Majesty’s Revenue and Customs (HMRC) Mr ... (4 pages)View decision -
Decision Reference DRN-5777502
26 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5777502 The complaint Mr and Mrs H have complained about the way Liverpool Victoria Insurance Company Limited has handled their claim under their home insurance policy. What happened Mr and Mrs H made a claim for a leak in the water supply pipe at their property in September 2022. L... (3 pages)View decision -
Decision Reference DRN-5663454
26 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5663454 The complaint Mrs V complains that Santander UK Plc (Santander) has treated her unfairly in relation to its obligations with regard to a payment she made using her credit card. What happened In November 2024, Mrs V made a payment of £2,807.84 using her Santander credit card.... (4 pages)View decision -
Decision Reference DRN-5506748
26 Aug 2025 GROVE & DEAN LIMITED Not upheldInsuranceDRN-5506748 The complaint Mr P has complained that Grove & Dean Ltd (G&D) wrongly renewed his motor home insurance policy without his permission. When Mr P tried to cancel this some months later with G&D, Mr P said it unfairly applied a cancellation fee and asked Mr P to pay... (3 pages)View decision -
Decision Reference DRN-5750985
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750985 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t provide him a level of forbearance he feels they should have provided in consideration of his mental health and his poor financial position. What happened Mr G has a credit account with ... (3 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision -
Decision Reference DRN-5777176
26 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5777176 The complaint Mr M is unhappy that TSB Bank plc have reapplied the wrong date to a default. What happened Mr M previously raised a complaint with this service, the resolution of which was the TSB would change the date of default of his account from July 2019 to November 2018... (3 pages)View decision -
Decision Reference DRN-5629113
26 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5629113 The complaint Mr B says after his car was damaged in an accident Admiral Insurance (Gibraltar) Limited didn’t deal with his claim until five months later, causing him confusion and distress. What happened Mr B’s car was involved in a non-fault accident in September 2024. He... (3 pages)View decision -
Decision Reference DRN-5689839
26 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5689839 The complaint Mr P complained that Phoenix Life Limited trading as Standard Life (Standard Life) caused a delay in adding a lump sum contribution to his pension. This meant that the contribution was added after the end of the tax year, resulting in him losing income tax reli... (5 pages)View decision