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 380824 results
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Decision Reference DRN-5838076
29 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5838076 Complaint Mr R complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional sale agreement with him. Mr R’s complaint has been made by a representative who I’ll refer to as the representative ... (5 pages)View decision -
Decision Reference DRN-5845901
28 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5845901 The complaint Mrs F complains about the way Unum Ltd dealt with her income protection insurance claim. What happened As the background to the complaint is well-known to both parties, I have only included a summary of it here. Mrs F is a member of her employer’s group income... (4 pages)View decision -
Decision Reference DRN-5762827
28 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5762827 The complaint Miss M complains that a car that was supplied to her under a finance agreement with CA Auto Finance UK Limited was misrepresented to her. What happened A used car was supplied to Miss M under a finance agreement with CA Auto Finance that she signed in December ... (4 pages)View decision -
Decision Reference DRN-5689916
28 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5689916 The complaint Mr W complains that Vitality Life Limited has unfairly refused a total and permanent disability claim he made under his VitalityLife protection policy. What happened Mr W is represented by his father – who I shall call Mr L – in bringing his complaint. Mr W t... (4 pages)View decision -
Decision Reference DRN-5357763
28 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5357763 The complaint Mr D complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Mr D was looking for an investment opportunity when he saw an advertisement for a company I will refer to as “B”. Interested, Mr D rea... (6 pages)View decision -
Decision Reference DRN-5735663
28 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5735663 The complaint Mr M complains about Domestic & General Insurance Plc (“D&G”) for failures in customer service around a repair. Mr M wants D&G to pay him compensation for his wasted time and missed work during appointments which D&G missed. What happened Mr M h... (3 pages)View decision -
Decision Reference DRN-5845865
28 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5845865 The complaint Mr C and Ms K complain that Intact Insurance UK Limited – previously known as Royal & Sun Alliance Insurance Limited (RSA) – badly handled a claim on their home insurance. Mr C’s policy was sold and is administered by a third-party company on RSA’s behalf, ... (4 pages)View decision -
Decision Reference DRN-5842001
28 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5842001 The complaint Mr and Mrs W complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened Mr and Mrs W had British Gas home emergency cover. The policy included a... (5 pages)View decision -
Decision Reference DRN-5790878
28 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5790878 The complaint G, a limited company, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost when it fell victim to an investment scam. G’s complaint has been brought by its Director, Mr H, and a professional representative. So, I’ll sometimes refer to Mr H in... (5 pages)View decision -
Decision Reference DRN-5790872
28 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5790872 The complaint B, a limited company, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost when it fell victim to an investment scam. B’s complaint has been brought by its Director, Mr H, and a professional representative. As it was Mr H who made the scam pa... (5 pages)View decision
