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-5724772
30 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5724772 The complaint Mr B is unhappy that Phoenix Life Limited trading as Standard Life is unable to pay him the benefits from a personal pension as income because he lives overseas. What happened Mr B took out a personal pension with Standard Life Assurance Limited (Standard Life... (5 pages)View decision -
Decision Reference DRN-5081813
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5081813 The complaint Mr H complains that Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties and so I’ll only summarise key events here. Mr H was introduced to an investment opp... (4 pages)View decision -
Decision Reference DRN-5607294
30 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5607294 The complaint Mr O complains that AXA Insurance UK Plc (‘AXA’) cancelled his motor insurance policy due to non-disclosure of modifications. Mr O is professionally represented in this complaint - however for ease of reading, I have referred to any actions taken, or comments ... (3 pages)View decision -
Decision Reference DRN-5597461
30 Jul 2025 Aptus Wealth Limited Not upheldPensions and AnnuitiesDRN-5597461 The complaint Miss J complains that Aptus Wealth Limited (Aptus) has received commission on her Personal Pension Plan (the plan) without her knowledge or providing her with any services. She wants the commission repaid. What happened Miss J’s plan is with Royal London and w... (3 pages)View decision -
Decision Reference DRN-5677559
30 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5677559 The complaint Mr and Mrs W complain that Lloyds Bank General Insurance Limited unfairly declined a claim they made under their home insurance policy. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloy... (3 pages)View decision -
Decision Reference DRN-5697720
30 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5697720 The complaint Mr P has complained about the service he received from British Gas Insurance Limited when he made a claim under a HomeCare insurance policy. What happened Mr P took out a home emergency policy underwritten by British Gas for a rental property he owns. The prod... (2 pages)View decision -
Decision Reference DRN-5725030
30 Jul 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5725030 The complaint Mr and Mrs D complain that Accord Mortgages Limited switched their mortgage onto an interest only payment basis without their consent. They ask for financial redress for the capital that would have been repaid, if Accord had recalculated their monthly payments ... (3 pages)View decision -
Decision Reference DRN-5136948
30 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5136948 The complaint Mr B complains that Metro Bank PLC (“Metro”) hasn’t refunded the £19,989.66 he lost as the result of a job scam. What happened Between 10 February 2023 and 4 April 2023 Mr B made 12 faster payments totalling £19,989.66 Transaction # Date Payee DebitCredit1 10... (5 pages)View decision -
Decision Reference DRN-5706697
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706697 The complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5645510
30 Jul 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5645510 The complaint Miss Y complains that Aioi Nissay Dowa Insurance UK Limited trading as Insure the Box (ANDI) didn't give her a refund of premium after closing down a claim on the policy as non- fault. When Miss Y referred her complaint to the Financial Ombudsman Service s... (3 pages)View decision