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 367300 results
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Decision Reference DRN-5398652
7 May 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5398652 The complaint Mr A has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under a mobile phone policy. What happened Mr A logged a claim for accidental damage to his mobile phone. He sent his phone to Assurant, who carried out a repair and... (3 pages)View decision -
Decision Reference DRN-5535429
7 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5535429 The complaint Miss R has complained about Astrenska Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor breakdown insurance policy. Any reference to Astrenska includes any agents that it is responsible for unless specified. What happened I ... (3 pages)View decision -
Decision Reference DRN-5447561
7 May 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5447561 The complaint Mr and Mrs M complain that Great Lakes Insurance UK Limited has turned down a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ke... (4 pages)View decision -
Decision Reference DRN-5467253
7 May 2025 Chubb European Group SE Not upheldInsuranceDRN-5467253 The complaint Mr K complains that Chubb European Group SE hasn’t paid all the costs he claimed under his travel insurance policy. What happened Mr K held a travel insurance policy through a bank account, provided by Chubb. He had a trip booked to countries I’ll call “N” and... (3 pages)View decision -
Decision Reference DRN-5369814
7 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5369814 The complaint Mr G complains Santander UK Plc didn’t send his new account details in time when he switched accounts causing significant disruption to his financial management. What happened Mr G had an account with Santander which he closed as a result of this complaint. Mr ... (2 pages)View decision -
Decision Reference DRN-5106358
7 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5106358 The complaint Mrs B is unhappy that Santander UK Plc haven’t refunded money she lost as a result of a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B in the decision. What happened The detailed background to ... (6 pages)View decision -
Decision Reference DRN-5490972
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5490972 The complaint Mr I complains Barclays Bank UK PLC stopped him being able to make payments during an IT outage. What happened Mr I transferred just over £300 on Friday 31 January 2025 from another bank’s account to his Barclays account. The payment didn’t show on Mr I’s acc... (3 pages)View decision -
Decision Reference DRN-5494769
7 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5494769 The complaint Mr R is unhappy about the service he has received from HSBC UK Bank Plc (“HSBC”) in relation to the options provided by it to verify his identity with HSBC and access his dormant accounts with it. In particular, he doesn’t believe HSBC has made reasonable adjus... (4 pages)View decision -
Decision Reference DRN-5515960
7 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5515960 The complaint Ms M complains that Vanquis Bank Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest, and any adverse information recorded about this agreement removed from her credit file. Ms M is represen... (4 pages)View decision -
Decision Reference DRN-5353013
7 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5353013 The complaint Miss W complains that Lendable Ltd trading as Autolend were responsible for her car being collected by the council and scrapped. What happened In December 2021 Miss W was supplied with a car and entered into a loan agreement with Autolend. The vehicle purchase ... (3 pages)View decision
