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 369228 results
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Decision Reference DRN-5619532
26 Jun 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5619532 The complaint Mr F’s complained that Golden Charter Limited have refused to refund the instalment payments he’s made towards a pre-paid funeral plan. What happened Mr F bought a pre-paid funeral plan from Golden Charter in summer 2020. He chose to pay over 10 years using Go... (3 pages)View decision -
Decision Reference DRN-5571901
26 Jun 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5571901 The complaint Mr Y complains that the maturity values that Phoenix Life CA Limited (Phoenix) paid him for his endowment plans were less than he was expecting. To resolve his complaint, Mr Y wants to be paid the values that Phoenix set out in its valuation dated towards the e... (4 pages)View decision -
Decision Reference DRN-5647560
26 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5647560 The complaint Miss D complains about the way U K Insurance Limited trading as Direct Line (“UKI”) managed her landlord insurance policy. What happened Miss D owns a property that she rents to tenants. She has a landlord’s insurance policy in respect of that property and she ... (2 pages)View decision -
Decision Reference DRN-5618858
26 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5618858 The complaint Mr J complains Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly. He said as a result, his credit file has been affected. What happened In January 2022 Mr J applied for a credit card with Vanquis. The application was approved and he was provided with ... (3 pages)View decision -
Decision Reference DRN-5646047
26 Jun 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldPensions and AnnuitiesDRN-5646047 The complaint Mr L complains that Scottish Widows Schroder Personal Wealth Limited trading as Schroders Personal Wealth (SPW) failed to honour an annuity quotation after he’d accepted it. What happened Mr L approached SPW for retirement advice in November 2023. He says he ag... (5 pages)View decision -
Decision Reference DRN-5556791
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5556791 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard defaulted his account, causing him significant detriment. What happened Mr S held a credit card account with Barclaycard. By 2021, the account had fallen into arrears. Barclaycard wrote to Mr S in... (3 pages)View decision -
Decision Reference DRN-5574893
26 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5574893 The complaint Mr F complains about esure Insurance Limited’s (esure) handling of a claim made under his motor insurance policy. Any references to esure include its agents. Mr F has been represented by Mrs F. What happened In July 2024 Mr F’s parked car was hit by a third-par... (2 pages)View decision -
Decision Reference DRN-5650082
26 Jun 2025 Santander UK Plc Not upheldConsumer CreditDRN-5650082 The complaint Mr and Mrs O complain Santander UK Plc have issued letters with contradictory information in them about their personal loan. Mr O is also unhappy with the service he received from Santander when contacting them on the phone about the letters. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5412343
26 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5412343 The complaint Mrs D complains that TSB Bank plc won’t refund money she paid for building work, to a person I will call “J”, that wasn’t completed. She says she was scammed and wants TSB to refund her loss. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5570933
26 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5570933 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. When I refer to what Mr H or Black Horse have said or done, it should also be taken to include things said or done ... (4 pages)View decision
