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 374385 results
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Decision Reference DRN-5689498
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5689498 The complaint Mr L complains about the lack of ongoing advice provided by The Acorn Partnership IFA LLP (“Acorn”) while managing his pension and investment bond What happened Mr L was advised by Acorn to switch his existing pension to a new provider and to start an investmen... (3 pages)View decision -
Decision Reference DRN-5777919
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5777919 The complaint Ms A complains that Royal London Insurance Society Limited trading as Scottish Provident (RL) declined a claim and avoided her life and critical illness policy. Ms A was also unhappy with how the claim was handled. Throughout the complaint process, Ms A has had... (4 pages)View decision -
Decision Reference DRN-5762593
27 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5762593 The complaint Mr L complains about the way American Express Services Limited handled his claim for a refund when he returned goods bought using its credit card. What happened In November 2023 Mr L bought a jacket online from a retailer, H, using his Amex credit card. He paid... (3 pages)View decision -
Decision Reference DRN-5583456
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5583456 The complaint Mr K complained that The Royal London Mutual Insurance Society Limited (Royal London) did not allow him to transfer in a personal pension to his existing pension plan without seeking financial advice. Mr K would like Royal London to compensate him for the costs... (4 pages)View decision -
Decision Reference DRN-5376038
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5376038 The complaint Mrs D and Mrs G have complained that Santander UK Plc won’t refund money they say they lost to a scam. What happened Mrs D stated she booked flights that turned out to be fraudulent and she didn’t receive the benefit of the flight she intended to book. She has ... (3 pages)View decision -
Decision Reference DRN-5664173
27 Aug 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5664173 The complaint Mr B complains HDI Global Specialty SE turned down a claim he made on his pet insurance policy. What happened In December 2023 Mr B claimed on his policy for treatment his dog (C) had received between May and June following an episode of vomiting and diarrhoea.... (4 pages)View decision -
Decision Reference DRN-5568588
27 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5568588 The complaint B, a limited company, complains that U K Insurance Limited (“UKI”) has unfairly declined a claim under their commercial legal expenses insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes respon... (3 pages)View decision -
Decision Reference DRN-5714662
27 Aug 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5714662 The complaint Mr B complains that Financial & Legal Insurance Company Ltd (F&L) declined a claim on his motor warranty. What happened The events are well known to both parties, so I’ve only summarised them. Mr B took out a motor warranty with F&L in July 2024. In... (3 pages)View decision -
Decision Reference DRN-5534344
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5534344 The complaint Mrs N is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers was of an unsatisfactory quality. What happened In May 2023 Mrs N was supplied with a used car through a conditional sale agreem... (5 pages)View decision -
Decision Reference DRN-5779715
27 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5779715 The complaint Mr U complains that Wirex Limited closed his account with it and has not returned £530 which was remaining in it. What happened On 29 June 2024 £500 was paid from Mr U’s Wirex account to his account with a different bank. On 30 June 2024 his Wirex account was s... (2 pages)View decision
