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-5689930
29 Aug 2025 Society of Lloyd's Not upheldInsuranceDRN-5689930 The complaint Mr P has complained that Society of Lloyds (SoL) has only partially settled a cancellation claim he made on a travel insurance policy. What happened Mr P was due to go on a trip in August 2024 with three other family members. Unfortunately, he was told by his ... (2 pages)View decision -
Decision Reference DRN-5234358
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234358 Complaint Mr R is unhappy that Santander UK Plc didn’t reimburse him after he reported falling victim to a scam. Background In September 2018, Mr R fell victim to an investment scam. He made two payments totalling £20,000 to a company referred to here as Company A. Mr R was ... (2 pages)View decision -
Decision Reference DRN-5778134
29 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5778134 The complaint Mr and Mrs S are unhappy with what U K Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names as the claim (and complaint) primarily involves Mr S I’ll mainly refer to him in this decision. ... (4 pages)View decision -
Decision Reference DRN-5783475
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5783475 The complaint Mr B complained because HSBC UK Bank Plc refused to refund him for transactions totalling £9,169.25, which he said he didn’t authorise. What happened On 27 July 2024, Mr B rang HSBC. He said he’d lost his credit card when he was in a bar abroad on holiday. He ... (7 pages)View decision -
Decision Reference DRN-5617275
29 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5617275 The complaint Mr E is unhappy with how Creation Consumer Finance Ltd (Creation) handled his Section 75 claim regarding faulty sofas. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal ... (6 pages)View decision -
Decision Reference DRN-5608978
29 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5608978 The complaint Mr G complains against One Insurance Limited about a decision that led to the cancelation of his motor insurance policy. What happened Mr G obtained cover from One Insurance through a broker. Shortly after the cover was taken out, the broker completed checks on... (3 pages)View decision -
Decision Reference DRN-5504052
29 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5504052 The complaint Mr C complained that Phoenix Life Limited trading as Standard Life (Standard Life) has overcharged him for the management of his self-invested personal pension (SIPP) over a number of years. He also complained that the charging structure is unclear relating to ... (5 pages)View decision -
Decision Reference DRN-5576644
29 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5576644 The complaint Mrs K and Mrs Q complain that ARAG Legal Expenses Insurance Company Limited has unfairly declined a claim under their landlord legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it take... (2 pages)View decision -
Decision Reference DRN-5713211
29 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5713211 The complaint Mr H complains First Central Underwriting Limited (First Central) unfairly increased the cost of his motor insurance policy and collected the additional amount from his bank account without his consent. First Central are the underwriters of this policy i.e. th... (3 pages)View decision -
Decision Reference DRN-5601402
29 Aug 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5601402 The complaint Mr H complains that a car supplied to him under a hire agreement with LEASYS UK LTD (LU) of unsatisfactory quality. What happened In August 2024, Mr H took delivery of a brand-new car through a hire agreement with LU. Mr H paid an initial rental of £1,008.32, ... (3 pages)View decision
