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 380824 results
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Decision Reference DRN-5352480
24 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5352480 The complaint Mr M has complained about the way Santander UK Plc (“Santander”) dealt with a claim for money back in relation to a holiday cruise he paid for with credit it provided. What happened On 10 May 2024, Mr M used his Santander credit card to pay for a 7-night cruis... (3 pages)View decision -
Decision Reference DRN-5712893
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712893 The complaint Miss S complained that Aviva Insurance Limited (“Aviva”) failed to deal with a third-party’s claim appropriately under her motor insurance policy which resulted in a county court Judgement (CCJ) recorded against her. What happened In May 2024 Miss S was involv... (4 pages)View decision -
Decision Reference DRN-5583200
24 Jul 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5583200 The complaint A limited company, which I will call M, has complained about Hiscox Underwriting Limited not offering to renew its commercial insurance policy. Mr M, as the director of M, is representing M in the complaint. What happened In late 2022, Mr M made a claim under h... (4 pages)View decision -
Decision Reference DRN-5680385
24 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5680385 The complaint Mrs S has complained that Royal & Sun Alliance Insurance Limited (RSA) rejected a claim she made under her home insurance policy for storm damage. Mrs S is being represented in her complaint. For ease I have referred to the representative’s comments on Mrs ... (3 pages)View decision -
Decision Reference DRN-5677320
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5677320 The complaint Miss H complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss H says that in around October 2023, she was ... (3 pages)View decision -
Decision Reference DRN-5705789
24 Jul 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5705789 The complaint Miss H complains that Aviva Life & Pensions UK Limited (Aviva) took longer than it should to carry out an internal pension transfer. This led to a period of time when her funds weren’t invested, which she thinks may have led to a financial loss. What happen... (5 pages)View decision -
Decision Reference DRN-5698268
24 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5698268 The complaint Miss B has complained that Aviva Life & Pensions UK Limited (‘Aviva’) unfairly declined her claim. What happened Miss B has a group income protection insurance policy via her employer, underwritten by Aviva. The policy has a 26-week deferred period which pa... (2 pages)View decision -
Decision Reference DRN-5619227
24 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5619227 The complaint Mr N complains about a car supplied to him using a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened In September 2023, Mr N signed a hire purchase agreement with CA Auto to acquire a new car. The cash price of the car wa... (3 pages)View decision -
Decision Reference DRN-5617515
24 Jul 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5617515 The complaint Mr W complains Accelerant Insurance Europe SA/NV UK (“Accelerant”) declined a claim he made on his caravan insurance policy after the theft of his caravan. What happened Mr W has a touring caravan insurance policy for his caravan. It started in April 2024. In... (3 pages)View decision -
Decision Reference DRN-5705716
24 Jul 2025 CASLP Ltd Not upheldPensions and AnnuitiesDRN-5705716 The complaint Mr W complains about an investment in a property syndicate made in a self-invested personal pension (SIPP). The SIPP was operated by Merchant Investors Assurance Company Limited (now CASLP Ltd – “CASLP”). Mr W says, in summary: The investment was mis-sold to ... (9 pages)View decision
