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 384131 results
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Decision Reference DRN-5748021
24 Nov 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5748021 The complaint Mr W complains about the amount Watford Insurance Company Europe Limited (“Watford”) valued his car for when he made a claim under his motor insurance policy. What happened Mr W had a motor insurance policy with Watford covering his car. In April 2025 his car w... (3 pages)View decision -
Decision Reference DRN-5892906
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5892906 The complaint Mrs D is unhappy with how Santander UK Plc (Santander) handled a refund claim she made. What happened Mrs D used her Santander credit card to purchase legal coaching services from a firm I shall call ‘J’ in August 2024 to the sum of £360.00. However, she found ... (4 pages)View decision -
Decision Reference DRN-5883767
24 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5883767 The complaint Mr S complains about the way BUPA Insurance Limited has handled a claim he made on a private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key eve... (4 pages)View decision -
Decision Reference DRN-5174472
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5174472 The complaint Mrs S represents the complaint by Mr S and Mrs S as trustees of the S Trust (‘the trust’). It relates to a life policy (‘the policy’) within the trust that was initially established by her in 1998. Thereafter, provision of the policy was undertaken by Aviva Lif... (5 pages)View decision -
Decision Reference DRN-5382527
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5382527 The complaint X, a limited company, complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded money it lost as the result of a scam. The director of X, Mr V, is bringing the complaint on its behalf via a claims management company. So, in th... (3 pages)View decision -
Decision Reference DRN-5965021
24 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5965021 The complaint Mr H complains Aviva Insurance Limited settled a claim on his motor insurance policy, holding him at fault, without notifying him. What happened Mr H was involved in a collision with a third party in January 2024. Mr H notified Aviva of the incident but didn’t ... (3 pages)View decision -
Decision Reference DRN-5961704
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5961704 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly when they provided him with two credit cards and increased his limit on a number of occasions. What happened In 2020, Mr C was provided with a credit card account by NewDay. The account came with a £500 ... (4 pages)View decision -
Decision Reference DRN-5958230
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5958230 The complaint Mr K complains that MotoNovo Finance Limited (MotoNovo) got his settlement figure wrong. 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 here. Mr K took rec... (2 pages)View decision -
Decision Reference DRN-5775295
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5775295 The complaint Mr A has complained that Santander UK Plc unfairly sold a debt to a third party. What happened Mr A had a joint account with his wife, which had an outstanding debt. Santander took the decision to sell this to a third party. Mr A feels this was unfair, because ... (2 pages)View decision -
Decision Reference DRN-5918106
24 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5918106 The complaint Mr R complains that Monzo Bank Ltd declined his disputed transaction claim. What happened On 25 July 2025 Mr R raised a dispute with Monzo in relation to a card payment of £53.89 made to a merchant on 13 July 2025. Mr R said he’d been charged for an automatic r... (2 pages)View decision
