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 381196 results
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Decision Reference DRN-4910950
29 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4910950 The complaint Mr H is unhappy because Santander UK plc (‘Santander’) declined to refund him £1,400 which he lost as a result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But ... (4 pages)View decision -
Decision Reference DRN-5847503
29 Sep 2025 CMC Spreadbet Plc Not upheldInvestmentsDRN-5847503 The complaint Mr K has complained that CMC Spreadbet Plc (‘CMC’) engaged in suspicious activity and manipulation on his account when it reversed his sold positions on 29 April 2024. Mr K says CMC altered its platform so its clients would lose money, he was the victim of mone... (6 pages)View decision -
Decision Reference DRN-5841019
29 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5841019 The complaint A partnership, which I’ll refer to as J, complains that Handelsbanken plc caused delays when it requested an increased overdraft limit and the renewal of other borrowing. As a result, J has incurred unnecessary costs and also suffered consequential losses, whic... (6 pages)View decision -
Decision Reference DRN-5839948
29 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5839948 The complaint Mrs S says Tesco Underwriting Limited provided poor service when she made a claim on her motor insurance policy and didn’t take her disability into account. What happened Mrs S’s car was damaged whilst stationary. Initially Tesco said it was a write-off, but wh... (3 pages)View decision -
Decision Reference DRN-5796799
29 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5796799 The complaint Mr S is unhappy that Royal & Sun Alliance Insurance Limited (RSA) declined his claim for damage to his property under his buildings and contents cover. Royal & Sun Alliance Insurance Limited have recently changed their name to INTACT INSURANCE UK LIMITE... (4 pages)View decision -
Decision Reference DRN-5566675
29 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5566675 The complaint Mr B complains about the transfer of his workplace pension to a Retirement Account by SCOTTISH WIDOWS LIMITED (Scottish Widows). He complains that the amount he received was significantly lower than the figure quoted to him by Scottish Widows and that his forme... (8 pages)View decision -
Decision Reference DRN-5835409
29 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5835409 The complaint Mr and Mrs R are unhappy AWP P&C S.A. (AWP) declined their travel insurance claim. What happened Mr and Mrs R have a travel insurance policy alongside their bank current account. AWP is the underwriter. In November 2024, they booked a trip to take place fro... (3 pages)View decision -
Decision Reference DRN-5817058
29 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5817058 The complaint Mr K is unhappy that the fixed sum loan agreement he had with Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai) did not include the right to voluntary terminate the agreement. He also complained that the agreement was based on the wrong model of c... (5 pages)View decision -
Decision Reference DRN-5842810
29 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5842810 The complaint Mrs T complains about British Gas Insurance Limited’s handling of a claim she made under her home emergency policy. British Gas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As British Gas has acc... (4 pages)View decision -
Decision Reference DRN-5837218
29 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5837218 The complaint Mr and Mrs W, Mr W1 and Miss W complain that Admiral Insurance (Gibraltar) Limited declined their claim against their annual travel insurance policy. Reference to Admiral includes its agents. Mr and Mrs W have dealt with the correspondence on behalf of Mr W1 a... (4 pages)View decision
