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 387322 results
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Decision Reference DRN-5840554
30 Dec 2025 SWITCH HEALTH LIMITED UpheldInsuranceDRN-5840554 The complaint Mrs F complains that Switch Health Limited mis-sold her a private medical insurance policy. What happened Mrs F received advice from Switch Health Limited as her private medical insurance policy premiums had increased. She switched provider and took out a cheap... (2 pages)View decision -
Decision Reference DRN-5743119
30 Dec 2025 ActiveQuote Limited UpheldInsuranceDRN-5743119 The complaint Mrs M is unhappy that ActiveQuote Limited mis-sold her a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN-6023341
30 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6023341 The complaint Mr S complains that Startline Motor Finance Limited lent to him irresponsibly. What happened In April 2024, Mr S applied for and was given, a hire purchase agreement (HP) to enable him to acquire a used car. The terms were as follows: Cash value Deposit Amount... (4 pages)View decision -
Decision Reference DRN-6037986
30 Dec 2025 Santander UK Plc Not upheldConsumer CreditDRN-6037986 The complaint Mr M complains that Santander UK Plc lent to him irresponsibly. What happened In January 2024, Mr M applied for a loan of £15,000 which he said was for a car. It was to be repaid over two years through monthly instalments of £750.94. Santander agreed the loan a... (2 pages)View decision -
Decision Reference DRN-5839848
30 Dec 2025 The One Stop Money Shop Limited Not upheldConsumer CreditDRN-5839848 The complaint The One Stop Money Shop Limited (TOSMSL) provided Mr K with a loan of £1,000 on 10 February 2020. He was to pay monthly instalments of £158.33 to repay the loan over a year. Mr K says the loan was provided irresponsibly. What happened The details of this compl... (2 pages)View decision -
Decision Reference DRN-6046481
30 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6046481 The complaint Mr K complains that Capital One (Europe) Plc won’t provide him with a full refund in relation to a credit card payment he says he made as a result of a scam. He is also unhappy with information they’ve reported to credit reference agencies (CRA’s). What happen... (4 pages)View decision -
Decision Reference DRN-5925629
29 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5925629 The complaint Mr M complained that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) froze and subsequently closed his UK account. What happened Mr M had been a long-standing Virgin Money customer who moved overseas several years ago but wished to keep his account acti... (3 pages)View decision -
Decision Reference DRN-6002520
29 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-6002520 The complaint Mr A complains that Advantage Insurance Company Limited won’t cover the theft of a trailer attached to his insured vehicle. He’s also unhappy that he was given conflicting information about his cover when he enquired about making a claim. References to Advanta... (3 pages)View decision -
Decision Reference DRN-5863235
29 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863235 The complaint Mr K complains that Royal Bank of Scotland PLC (RBS) allowed him to gamble more than £11,000 in just over a week without any intervention which would have prevented the financial harm suffered by Mr K. What happened Mr K has maintained an account with RBS for m... (2 pages)View decision -
Decision Reference DRN-6046439
29 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6046439 The complaint Mrs T complains about poor customer service from Admiral Insurance (Gibraltar) Limited, particularly the length of time taken to deal with an appeal against the decline of a claim she made under her motor insurance policy. What happened The background to this... (4 pages)View decision