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 368546 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5532329
8 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5532329The complaint X complains that Santander UK Plc declined their application to port their entire mortgage balance and charged them an early repayment charge (ERC). What happened X took a five-year fixed rate mortgage with Santander in April 2022. In 2023, X decided to start plann... (4 pages)View decision -
Decision Reference DRN-5385850
8 Jul 2025 Mortgage Intelligence Ltd Not upheldMortgagesThe complaint X complains about mortgage advice given to them by Mortgage Intelligence Ltd (MI). they say they were led to believe they could borrow more than they could and made a number of future decisions based on this, which has now caused them a loss. What happened X had a mortgage wi... (4 pages)View decision -
Decision Reference DRN-5571013
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5571013The complaint Mr A complains that AXA PPP Healthcare Limited declined a claim for a scan under his private health insurance policy. What happened Mr A is covered by a private health insurance policy through his employer. The insurer is AXA. Mr A made a claim for an appointment w... (3 pages)View decision -
Decision Reference DRN-5640379
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5640379 The complaint Miss S complains that National Westminster Bank Public Limited Company (“NatWest”) did not complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to her (by it) was unaffordable. Miss S says she was in financia... (3 pages)View decision -
Decision Reference DRN-5621351
25 Jun 2025 AmTrust Speciality Limited UpheldInsuranceThe complaint Mr H complains AmTrust Speciality Limited mistakenly told him he had legal expenses cover attached to his home insurance. Mr H’s complaint centres on a claim that AmTrust said was covered and the way it handled that claim. Consequently, Mr H says he’s suffered financial losse... (4 pages)View decision -
Decision Reference DRN-5570715
25 Jun 2025 Unum Ltd Not upheldInsuranceThe complaint Mr S has complained that Unum Ltd has declined a critical illness claim made under his employer’s critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr S joined his employer’s group scheme in Jul... (3 pages)View decision -
Decision Reference DRN-5000761
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5000761 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5001036
24 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5001036 The complaint Ms A complains Wise Payments Limited didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll onl... (4 pages)View decision -
Decision Reference DRN-5465709
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5465709 The complaint Miss Y complains Revolut Ltd won’t refund payments which she says were made without her authority by a scammer. What happened In October 2023, Miss Y received a call from a scammer posing as her bank. They used a spoofed number, which they directed her to look ... (4 pages)View decision
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