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 364862 results
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Decision Reference DRN-5463314
7 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5463314 The complaint Mr K complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up his annuity and paying out his tax-free cash. Mr K would now like Standard Life to increase their offer of compensation, particularly given the level of ... (6 pages)View decision -
Decision Reference DRN-5430950
7 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5430950 The complaint Mr S’s representative complains on his behalf that Ageas Insurance Limited (Ageas) made an unfair settlement offer after he made a claim on his motor insurance policy. References to Mr S, or his representative, will include the other. What happened Mr S made ... (4 pages)View decision -
Decision Reference DRN-5463108
7 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5463108 The complaint Mr R has complained about AXA’s poor handling of a theft claim he made under a home insurance policy which he shares jointly with Mrs R. As Mr R is the lead complainant, I will refer to him in my decision on behalf of Mr and Mrs R. All reference to the insurer ... (4 pages)View decision -
Decision Reference DRN-5372678
7 Apr 2025 Paragon Bank Plc Not upheldMortgagesDRN-5372678 The complaint Mr H complains that Paragon Bank Plc didn’t cancel an upcoming fixed interest rate on his Buy To Let mortgage in early 2024. Mr H said he felt he’d given a clear instruction to cancel, which Paragon should have acted on. What happened Mr H said he’d taken out a... (3 pages)View decision -
Decision Reference DRN-4780227
7 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4780227 The complaint Mr and Mrs M complain that Santander UK Plc won’t refund money they lost when they fell victim to what they believe was an investment scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. ... (3 pages)View decision -
Decision Reference DRN-5462846
7 Apr 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5462846 The complaint Mr A complains about AA Insurance Services Limited’s (“AA”) administration of his roadside assistance policy. What happened Mr A says that in 2018 his car broke down and he contacted AA for assistance under his policy cover. He says he should’ve been charged £... (3 pages)View decision -
Decision Reference DRN-5438272
7 Apr 2025 Santander UK Plc Not upheldConsumer CreditDRN-5438272 The complaint Ms M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges applied to her loans refunded along with statutory interest and any adverse information recorded about the loans removed from her credit file. Ms M ... (3 pages)View decision -
Decision Reference DRN-5190263
7 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5190263 The complaint Mr B and the estate of Mrs B have complained that AWP P&C S.A. declined a claim under a travel insurance policy. What happened The background to this complaint is well known to the parties. In summary Mr B has a travel insurance policy as part of his packag... (3 pages)View decision -
Decision Reference DRN-5456110
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5456110 Complaint Mr P has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr P is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr P’s account were unfair as there was a... (5 pages)View decision -
Decision Reference DRN-5441473
7 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5441473 The complaint Ms M complains that Bank of Scotland plc (BOS) did not update the credit reference agencies (CRAs) with information about her credit card account. What happened Ms M took out a credit card account with BOS in 1995. In May 2024, Ms M discovered that BOS was not ... (3 pages)View decision
