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-5810417
10 Sep 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5810417 The complaint Ms G has complained that The Royal London Mutual Insurance Society Limited (Royal London) delayed the payment of her late partner’s pension benefits to the extent that Mis Majesty’s Revenue and Customs (HMRC) have made a 40% tax deduction to the payment. Ms G ... (6 pages)View decision -
Decision Reference DRN-5655600
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655600 The complaint Mrs R has complained that Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) delayed transferring the proceeds of a savings account to her. What happened Mrs R held a savings account with Tesco Bank that matured on 14 March 2025. The interest earned from... (2 pages)View decision -
Decision Reference DRN-5562452
10 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5562452 The complaint Mr H complains that a car supplied to him under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (STB) is of unsatisfactory quality. What happened In May 2023, Mr H entered into a hire purchase agreement with STB to a... (3 pages)View decision -
Decision Reference DRN-5729996
10 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5729996 The complaint Mr R complains that Kroo Bank Ltd won’t refund payments he made as a result of a scam. What happened Mr R was the victim of an impersonation scam, where he was duped into making payments by fraudsters who purported to arrange a holiday for him. As part of the s... (3 pages)View decision -
Decision Reference DRN-5762536
10 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5762536 The complaint Mr & Mrs G complain that Advantage Insurance Company Limited (“Advantage”) is responsible for poor-quality repairs under a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a compact sports utility or... (5 pages)View decision -
Decision Reference DRN-5765838
10 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5765838 The complaint Mr L has complained that Covea Insurance plc (“Covea”) didn’t fairly deal with a claim he made under his car insurance policy. What happened Mr L’s vehicle was involved in an accident in 2023. He was unhappy with how Covea dealt with his claim, and raised a num... (3 pages)View decision -
Decision Reference DRN-5809289
10 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5809289 The complaint Mr and Mrs M complain about esure Insurance Limited’s decision to decline a claim under their home insurance policy. esure has been represented on the complaint by its agents. All references to esure includes its agents. What happened Mr and Mrs M had a home in... (4 pages)View decision -
Decision Reference DRN-5748300
10 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5748300 The complaint Mr H complains that 1st Central Underwriting Limited unfairly declined a claim on his motor insurance policy and left him liable for third party costs. What happened Mr H had a motor insurance policy underwritten by 1st Central, originally taken out in July 202... (2 pages)View decision -
Decision Reference DRN-5613441
10 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5613441 The complaint Mr W is unhappy with the decision made by Ageas Insurance Limited (Ageas) following a claim attempted for damage to his TV under his home insurance policy. What happened Mr W took out home insurance with Ageas. The policy included cover for ‘Moving home’, and ‘... (3 pages)View decision -
Decision Reference DRN-5607075
10 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5607075 The complaint Mr P complains Santander UK Plc (‘Santander’) hasn’t reimbursed him after he fell victim to an investment scam. Mr P’s complaint is brought through professional representatives. But for ease I’ll refer to Mr P throughout this decision. What happened In Septem... (7 pages)View decision
