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 363925 results
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Decision Reference DRN-5463161
7 Apr 2025 Avantia Insurance Limited UpheldInsuranceDRN-5463161 The complaint Mr R has complained that Avantia Insurance Limited trading as Homeprotect (Avantia) mis- sold a home insurance policy which Mr R shares jointly with Mrs R. As Mr R is the lead complainant, I will refer to him in my decision on behalf of him and Mrs R. What happ... (3 pages)View decision -
Decision Reference DRN-5415250
7 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5415250 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss B applied for a credit card with Vanquis in June 2023. In her application, Miss B said she was unemployed with an income of £36,000 a... (2 pages)View decision -
Decision Reference DRN-5143501
7 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5143501 The complaint Mr C complains that the car he acquired through BMW Financial Services(GB) Limited trading as Alphera Financial Services (“BMW”) wasn’t of satisfactory quality. He says although the car was nearly new, he suffered catastrophic engine failure. He wants BMW to pa... (4 pages)View decision -
Decision Reference DRN-5460101
7 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5460101 The complaint Mr A complains about Nationwide’s decision to close his account. What happened In October 2024 Nationwide gave Mr A 90-day notice of their intention to close his account with them. They asked for evidence that money paid into the account belonged to him but whe... (2 pages)View decision -
Decision Reference DRN-5463314
7 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5463314 The complaint Mr K complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up his annuity and paying out his tax-free cash. Mr K would now like Standard Life to increase their offer of compensation, particularly given the level of ... (6 pages)View decision -
Decision Reference DRN-5430950
7 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5430950 The complaint Mr S’s representative complains on his behalf that Ageas Insurance Limited (Ageas) made an unfair settlement offer after he made a claim on his motor insurance policy. References to Mr S, or his representative, will include the other. What happened Mr S made ... (4 pages)View decision -
Decision Reference DRN-5463108
7 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5463108 The complaint Mr R has complained about AXA’s poor handling of a theft claim he made under a home insurance policy which he shares jointly with Mrs R. As Mr R is the lead complainant, I will refer to him in my decision on behalf of Mr and Mrs R. All reference to the insurer ... (4 pages)View decision -
Decision Reference DRN-5372678
7 Apr 2025 Paragon Bank Plc Not upheldMortgagesDRN-5372678 The complaint Mr H complains that Paragon Bank Plc didn’t cancel an upcoming fixed interest rate on his Buy To Let mortgage in early 2024. Mr H said he felt he’d given a clear instruction to cancel, which Paragon should have acted on. What happened Mr H said he’d taken out a... (3 pages)View decision -
Decision Reference DRN-4780227
7 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4780227 The complaint Mr and Mrs M complain that Santander UK Plc won’t refund money they lost when they fell victim to what they believe was an investment scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. ... (3 pages)View decision -
Decision Reference DRN-5462846
7 Apr 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5462846 The complaint Mr A complains about AA Insurance Services Limited’s (“AA”) administration of his roadside assistance policy. What happened Mr A says that in 2018 his car broke down and he contacted AA for assistance under his policy cover. He says he should’ve been charged £... (3 pages)View decision
