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-5497330
8 Jul 2025 Phoenix Life Limited Not upheldInsuranceDRN-5497330 The complaint Mr W complains that Phoenix Life Limited (Phoenix) are continuing to take premiums on his four Whole of Life policies when he’s already paid more in premiums than the total sum assured. What happened The background to this complaint is well known to all partie... (2 pages)View decision -
Decision Reference DRN-5532329
8 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5532329The complaint X complains that Santander UK Plc declined their application to port their entire mortgage balance and charged them an early repayment charge (ERC). What happened X took a five-year fixed rate mortgage with Santander in April 2022. In 2023, X decided to start plann... (4 pages)View decision -
Decision Reference DRN-5572051
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5572051 The complaint Mr B has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under his home emergency policy. What happened Mr B contacted Aviva to send an engineer to deal with a leak. An engineer visited and left without finding a leak. A few months late... (3 pages)View decision -
Decision Reference DRN-5677382
8 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677382 The complaint Miss S is unhappy that Specialist Motor Finance Limited (“SMF”) didn’t reimburse the costs she incurred as a result of her car being of unsatisfactory quality. When I refer to what Miss S and what SMF have said, it should also be taken to include things said o... (4 pages)View decision -
Decision Reference DRN-5320767
8 Jul 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5320767 The complaint Mrs G is unhappy that a car supplied to her under a hire agreement with Volvo Car UK Limited didn’t have the service plan she requested. What happened On 3 June 2023, Mrs G ordered a new car which was to be supplied through a hire agreement with Volvo. Mrs G s... (3 pages)View decision -
Decision Reference DRN-5572857
8 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5572857 The complaint Mr B complains HSBC UK Bank Plc didn’t do enough to protect him when he withdrew £15,000 in cash from a branch. What happened Mr and Mrs B have a joint account with HSBC trading first direct – he says he’s been a customer for over 20 years. Mr B says he contact... (2 pages)View decision -
Decision Reference DRN-5279082
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5279082 The complaint Mr and Ms J complain that HSBC UK Bank Plc hasn’t reimbursed losses suffered as a result of a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. Mr and Ms J were introduced to a busines... (5 pages)View decision -
Decision Reference DRN-5655856
8 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5655856 The complaint Miss J and Mr J complain about the service and suitability of courtesy car supplied by esure Insurance Limited (“esure”) during a claim under their car insurance policy. When I mention esure I also mean its approved repairers and suppliers. The complaint is mad... (3 pages)View decision -
Decision Reference DRN-5597925
8 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5597925 The complaint Mrs W complains about the maturity value of a with profits endowment policy she held with The Royal London Mutual Insurance Society Limited. Mrs W is using a representative to bring the complaint. For ease I will refer to all actions as being those of Mrs W. Wh... (2 pages)View decision -
Decision Reference DRN-5480873
8 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5480873 The complaint Ms M held the following assets with St. James’s Place Wealth Management Plc (‘SJP’) – a Stocks and Shares Individual Savings Account (‘ISA’), a Unit Trust Feeder (‘UTF’) holding that fed the ISA, a Retirement Account (‘RA’) and International Investment Bonds (‘... (9 pages)View decision
