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-5627684
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627684 The complaint Mrs D complains about how Santander UK Plc managed her application to take over the late Mr D’s mortgage after he sadly died. In particular, Mrs D said Santander delayed her mortgage application, so it dragged on for some months, until she unfortunately lost he... (6 pages)View decision -
Decision Reference DRN-5221522
30 Jun 2025 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-5221522 The complaint Mr H complains that AIB Group (UK) Plc (“AIB”) didn’t do enough to protect him when he fell victim to a scam. What happened I’m not going to cover all the points raised in detail. The view of 4 December 2024 covered the details of Mr H’s testimony regarding th... (2 pages)View decision -
Decision Reference DRN-5656002
30 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5656002 The complaint Mr C complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence on some of his investments before accepting these into his Self- Invested Personal Pension (‘SIPP’), causing him a financial loss. For simplicity, I... (22 pages)View decision -
Decision Reference DRN-5638545
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5638545 The complaint Mr P complains that Revolut Ltd has declined to reimburse a payment made in relation to a scam. What happened Mr P has described falling victim to a scam in February 2024. He says the scammer impersonated staff from a well-known selling platform and convinced h... (3 pages)View decision -
Decision Reference DRN-5639751
30 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5639751 The complaint Mr F complains that Society of Lloyds has failed to resolve issues with his car following a poorly fitted windscreen. A lack of response and action has left him without access to his vehicle and its condition has deteriorated as a result. Mr F would like his ca... (4 pages)View decision -
Decision Reference DRN-5510350
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510350 The complaint Mr A is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened Mr A says that he wanted to help family members overseas to obtain a ‘Certificate of Sponsorship’ (“CoS”) that would allow them to gain employment in the care secto... (4 pages)View decision -
Decision Reference DRN-5517462
30 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5517462 The complaint Mrs C complained that AXA Insurance UK Plc (“AXA”) unfairly declined a theft claim for designer handbags, under her home contents insurance policy. Mrs C is represented by Mr D in her complaint. I’ll refer to Mrs C throughout my decision for ease. What happened... (3 pages)View decision -
Decision Reference DRN-5216523
30 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5216523 The complaint Mrs B complains that Phoenix Life Limited won’t update the name on her pension policy to enable her to transfer to a drawdown plan with another provider. What happened In 1994 prior to her marriage Mrs B started two pension policies with predecessor businesses... (3 pages)View decision -
Decision Reference DRN-5627695
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627695 The complaint The estate of Mr D complains about how Santander UK Plc managed Mr D’s mortgage after he sadly died. The estate is particularly concerned about delays in a remortgage application made by Mrs D, who wished to take this mortgage on herself. Mrs D brings this comp... (6 pages)View decision -
Decision Reference DRN-5657037
30 Jun 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5657037 The complaint Mr S has complained that because of an error by Arthur J. Gallagher Insurance Brokers Limited (AJG) his private hire insurance policy was avoided and his claim under it declined. What happened AJG arranged a private hire insurance policy for Mr S in August 202... (4 pages)View decision
