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-5692748
23 Sep 2025 EUI Limited Not upheldInsuranceDRN-5692748 The complaint Mr P and Mrs P complain that after they made a claim on their motor insurance policy EUI Limited didn’t offer enough for Mr P’s stolen car and provided poor service. What happened Mr P’s car was stolen on 1 November 2024, but the claim wasn’t paid until late D... (2 pages)View decision -
Decision Reference DRN-5836434
23 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5836434 The complaint Mr S is unhappy with the van he acquired under the hire purchase agreement with Black Horse Limited (BH). When I refer to what Mr S and BH have said or did, it should also be taken to include things said or done on their behalf. And when I refer to the word ‘... (7 pages)View decision -
Decision Reference DRN-5807824
23 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5807824 The complaint Mr S and Mrs S complain Admiral Insurance (Gibraltar) Limited (Admiral) has declined the claim they made under their travel insurance policy. This complaint has been bought by both Mr S and Mrs S, but as Mr S has been leading in this complaint, and for ease, I’... (3 pages)View decision -
Decision Reference DRN-5664352
23 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5664352 The complaint Mrs L has complained about the way Admiral Insurance (Gibraltar) Limited handled her claim under her motor insurance policy and the amount it paid in settlement of it. Any reference to Admiral includes its agents. What happened Mrs L’s vehicle was stolen on 9 D... (3 pages)View decision -
Decision Reference DRN-5811459
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5811459 The complaint Mr P’s complained that AXA Insurance UK Plc unfairly declined the claim he made for damage caused to his roof by a storm. AXA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the agents appointed by AXA to han... (3 pages)View decision -
Decision Reference DRN-5794559
23 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5794559 The complaint Mrs Z complained about end of contract charges for a car supplied on finance by Santander Consumer (UK) plc trading as Santander Consumer Contract Hire (“SCCH”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised thes... (5 pages)View decision -
Decision Reference DRN-5660261
23 Sep 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5660261 The complaint Mr A complains that a car he took on hire purchase from Marsh Finance & Commercial Limited was not of satisfactory quality. He wants to return it and to be reimbursed for what he has spent. What happened In July 2024 Mr A entered into a five-year hire purch... (2 pages)View decision -
Decision Reference DRN-5805936
23 Sep 2025 Compass Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5805936 The complaint The estate of Mr R complains, in summary, that Compass Financial Associates Limited failed to act and advise the late Mr R appropriately when he was completing a nominated beneficiary form for his pension. The estate doesn’t think Mr R had the mental capacity t... (12 pages)View decision -
Decision Reference DRN-5739067
23 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5739067 The complaint Miss O and Mr P complain about the level of service they received from Santander UK Plc when applying for a mortgage with it. They say the service they received from Santander was very slow and inefficient, which caused long delays and resulted in them having t... (5 pages)View decision -
Decision Reference DRN-5400450
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5400450 The complaint Mrs B is complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B was the victim of a cruel impersonation scam. In summary, she was contacted by someone clai... (3 pages)View decision
