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
-
Decision Reference DRN-6013764
23 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6013764 The complaint Mr F is unhappy about the way in which the online payment system of National Westminster Bank PLC (NW) operates. What happened Mr F is unhappy about the way in which the online payment system at NW operates. He says that when using the system to pay off his out... (3 pages)View decision -
Decision Reference DRN-5992019
23 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5992019 The complaint Mr H’s complaint is, in essence, Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as a... (13 pages)View decision -
Decision Reference DRN-6042999
23 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6042999 The complaint Mr B complains about Intact Insurance UK Limited, trading as RSA’s handling of his home insurance claim. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted it is accountab... (12 pages)View decision -
Decision Reference DRN-6033582
23 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-6033582 The complaint Mr S has complained about the settlement of a motor insurance claim by Tesco Underwriting Limited. References to Tesco include its authorised agents. What happened The background to this complaint is well known to the parties and it serves no purpose for me to ... (2 pages)View decision -
Decision Reference DRN-6005906
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6005906 The complaint Miss R complains Santander UK Plc moved from a free business account to one with a monthly fee and transaction charges, breaking a guarantee made when the account was opened. What happened Miss R, trading as a business name which I’ll refer to as L, complains S... (4 pages)View decision -
Decision Reference DRN-5922437
23 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5922437 The complaint Mr S complains about the actions of Bank of Scotland plc trading as Halifax when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (7 pages)View decision -
Decision Reference DRN-5988802
23 Dec 2025 Wakam UK Limited UpheldInsuranceDRN-5988802 The complaint Mr T is unhappy Wakam UK Limited has declined a claim he made on a pet insurance policy. What happened On 26 June 2020 Mr T took out a complete insurance policy for his dog, which I’ll refer to as P. This provided cover for the lifetime of the dog if certain te... (4 pages)View decision -
Decision Reference DRN-5843475
23 Dec 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5843475 The complaint Mr B has complained about the way his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’), dealt with a claim he made on his policy. He also says the offer it made him for the market value of his car was too low. What happened In May 2024 Mr B ... (5 pages)View decision -
Decision Reference DRN-5922735
23 Dec 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5922735 The complaint Mr and Mrs O complain about the premium charged by BUPA Insurance Limited (‘Bupa’) for their private medical insurance policy, and that Bupa has changed how it calculates premiums. What happened Mr and Mrs O have held private medical insurance cover with Bupa ... (3 pages)View decision -
Decision Reference DRN-5991730
23 Dec 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5991730 The complaint Mr and Mrs J complain that The Royal Bank of Scotland Plc wouldn’t just action their request to voluntarily surrender their former home, which is mortgaged with it. They said this was causing credit file damage, and RBS was also refusing to update their address... (6 pages)View decision