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 380712 results
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Decision Reference DRN-5755556
23 Oct 2025 Broker Experts Limited Not upheldInsuranceDRN-5755556 The complaint Mr D complains that Broker Experts Limited (BEL) charged him a fee for cancelling a motor insurance policy he was taking out. What happened Mr D was looking to take out motor insurance. He used a comparison website, which took him to BEL’s website. He says he e... (3 pages)View decision -
Decision Reference DRN-5902431
23 Oct 2025 Chubb European Group SE UpheldInsuranceDRN-5902431 The complaint Ms H is unhappy with the way Chubb European Group SE declined a claim made on a group ‘injury & travel insurance’ policy she had the benefit of (‘the policy’). All reference to Chubb includes its agents. What happened Ms H fractured her ankle whilst abroa... (4 pages)View decision -
Decision Reference DRN-5624697
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5624697 The complaint Mr H has said that Santander UK PLC won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-5839503
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5839503 The complaint Mr H has complained that Santander UK Plc “Santander” declined his claim for money back in relation to some motorised blinds he purchased with his Santander credit card. What happened The circumstances leading up to this claim aren’t disputed so I’ve only brie... (4 pages)View decision -
Decision Reference DRN-5902159
23 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5902159 The complaint M, a limited company, complains that Revolut Limited declined to open an account for them, saying that M operates in a prohibited industry. M disputes this and feels that they’ve been discriminated against. M is represented by their director, Miss H. What hap... (3 pages)View decision -
Decision Reference DRN-5880236
23 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5880236 The complaint Mr M and Ms K complain about the way Santander UK Plc dealt with Mr M’s application to transfer the mortgage from their joint names into his sole name. What happened Mr M and Ms K have separated. A court order requires Mr M to use his best endeavours to release... (3 pages)View decision -
Decision Reference DRN-5895509
23 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5895509 The complaint Mrs S’s representative has complained, on her behalf, that Aviva Life & Pensions UK Limited caused delays in processing a request to transfer her pension benefits and that this caused a consequent delay in her receiving a lump sum. What happened Mrs S tried... (10 pages)View decision -
Decision Reference DRN-5889077
23 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5889077 The complaint Mr M complains that Capital One (Europe) plc unfairly defaulted his account. What happened Mr M has a credit card account with Capital One. Due to financial and personal difficulties, his account fell into arrears. Mr M says he kept in touch with Capital One, h... (3 pages)View decision -
Decision Reference DRN-5767642
23 Oct 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5767642 The complaint Mrs O complains that the car she acquired through Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. She says the car turned out to have faults after she acquired it and it has been in the garage for months. She wants to reject the car and unwind th... (5 pages)View decision -
Decision Reference DRN-5876788
23 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5876788 The complaint Mr S complains that Bank of Scotland (“BoS”) acted irresponsibly when it granted him an overdraft and subsequent increase and failed to consider patterns of reliance on debt and hardcore borrowing What happened Mr S has held a current account with BoS for a num... (5 pages)View decision
