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
-
Decision Reference DRN-5733879
6 Aug 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5733879 The complaint Mr M is unhappy that the value of his pension fund with Scottish Widows Limited fell. What happened I issued a provisional decision on 1 July 2025. I set out what had happened and my provisional findings. I’ve repeated what I said here: ‘Mr M had a section 32... (6 pages)View decision -
Decision Reference DRN-5674231
6 Aug 2025 Freetrade Limited Not upheldPensions and AnnuitiesDRN-5674231 The complaint Mr R complains that Freetrade Limited (Freetrade), the provider of his Self-Invested Personal Pension (SIPP) is taking too long to provide his former pension provider (provider H) with the information it needs to carry out a loss calculation. What happened Mr R... (5 pages)View decision -
Decision Reference DRN-5694838
6 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5694838 The complaint A limited company, which I will call J, has complained about the rejection of a claim made under its office insurance policy with Aviva Insurance Limited. Mr F, as a director of J, has brought the complaint on its behalf. Mr F is also represented in this compla... (6 pages)View decision -
Decision Reference DRN-5704282
6 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5704282 The complaint Ms G complains that Legal and General Assurance Society Limited (L&G) declined a claim on her life and critical illness policy. Throughout the claim and complaint process, Ms G has had a representative helping her. In this decision, any reference to Ms G in... (3 pages)View decision -
Decision Reference DRN-5586519
6 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5586519 The complaint Mr E complains about the way American Express Services Europe Limited handled his claim for a refund when hotel accommodation was not of a satisfactory standard. He paid for the hotel room using his Amex credit card. What happened In October 2024 Mr E’s wife bo... (3 pages)View decision -
Decision Reference DRN-5601234
6 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5601234 The complaint Mr E complains that Shawbrook Bank Limited incorrectly reported late payments to the credit reference agencies. What happened Mr E says that at the time of the late payment marker his loan account was up to date and the payment had been made on time. He says S... (3 pages)View decision -
Decision Reference DRN-5738128
6 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5738128 The complaint Ms P is unhappy with Santander UK Plc’s (Santander) response to her claim made under s.75 of the Consumer Credit Act 1974 (CCA). Ms W has been added as a representative on this complaint, but for ease of reading I’ll mostly refer to Ms P throughout. What happen... (5 pages)View decision -
Decision Reference DRN-5608634
6 Aug 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5608634 The complaint Mr C is unhappy that he had to pay a higher advance payment for a car supplied to him under a hire agreement with Motability Operations Limited trading as Motability Operations (“Motability”). Mr C’s representative, Mrs C, brought the complaint on his behalf. ... (3 pages)View decision -
Decision Reference DRN-5697837
6 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5697837 The complaint Mr G complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) caused further damage to his vehicle during a motor repair claim. What happened The following is intended as a summary of key events only, as the background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5738630
6 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5738630 The complaint Mrs W is unhappy that The Co-operative Bank Plc, trading as Smile, applied interest to her purchase balance on her credit card account. What happened Mrs W has a credit card account with Smile. Mrs W initially used the account solely for purchases and ensured ... (5 pages)View decision