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 375119 results
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Decision Reference DRN-5767530
2 Sep 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5767530 The complaint Ms W complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (‘BOI’) advanced her a loan with an interest rate of 19% APR when she was expecting this to be much lower. She’d like this looking into. What happened In August 2023 Ms W fi... (2 pages)View decision -
Decision Reference DRN-5786714
2 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5786714 The complaint Mr B and Miss G complain that Lloyds Bank General Insurance Limited (“Lloyds”) have unfairly declined a claim for fraud under their property insurance policy. Mr B has led the complaint with our Service, so I’ll largely refer to him. However, any reference to M... (11 pages)View decision -
Decision Reference DRN-5173442
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5173442 The complaint Ms A complains about Santander UK Plc’s handling and outcome of a claim she made after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2024, Ms A and a... (3 pages)View decision -
Decision Reference DRN-5670700
2 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5670700 The complaint Mr D complains U K Insurance Limited (UKI) unfairly stopped offering him motor insurance cover. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As UKI have accepted it is accountable fo... (2 pages)View decision -
Decision Reference DRN-5674035
2 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5674035 The complaint Mr T’s representative has complained, on his behalf, about the advice Mr T received from Citrus Financial (an appointed representative of Quilter Financial Services) when it recommended he transfer two defined benefit pension plans to a personal pension arrange... (13 pages)View decision -
Decision Reference DRN-5648386
2 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5648386 The complaint Mr M complains about the decision by Acromas Insurance Company Limited to turn down his contents insurance claim. What happened Mr M holds contents insurance cover with Acromas. He made an accidental damage claim after his cooker was damaged. Acromas turned do... (3 pages)View decision -
Decision Reference DRN-5727433
2 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5727433 The complaint Mr D complains that UK Insurance Limited (UKI) – trading as NatWest Insurance – declined a claim on his home insurance. Mr D is represented in this complaint by a third party, Mr L, but for simplicity, I’ll refer mainly to Mr D in my decision. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5409857
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409857 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him a credit card. What happened In April 2024 Mr C applied for a credit card with Lloyds. The application was accepted and he was provided with a credit limit of £2,500. The limit was never inc... (3 pages)View decision -
Decision Reference DRN-5739847
2 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5739847 The complaint Mr J is unhappy with Unum Limited’s decision to decline his critical illness claim. What happened Mr J was diagnosed with lung cancer in December 2024 and claimed on his group critical illness policy. Mr J said he suffers with sickle cell anaemia and has a hist... (2 pages)View decision -
Decision Reference DRN-5752144
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5752144 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) gave him incorrect advice about a lounge access benefit associated with his credit card. What happened Mr G holds a Preferred Rewards Gold Credit Card with AESEL. In March 2025 Mr G contacte... (2 pages)View decision
