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 386796 results
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Decision Reference DRN-5848517
24 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5848517 The complaint Mr A and Mrs A have complained about how Intact Insurance UK Limited (Intact) said it would settle a claim under a contents insurance policy. What happened Mr A and Mrs A made a claim for a leak from a radiator at their home, including for damage to a carpet. ... (3 pages)View decision -
Decision Reference DRN-5970354
24 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5970354 The complaint Mr M complains Inter Partner Assistance SA (IPA) has declined the claim he made under his travel insurance policy for medical treatment he received whilst abroad. Mr M is being represented in this complaint by a family member who I’ll refer to as Mrs M. What ha... (5 pages)View decision -
Decision Reference DRN-5920699
24 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5920699 The complaint Miss O complains that HSBC UK Bank Plc closed her account without providing a proper explanation. Miss O H says this caused her unnecessary stress and worry. And made it difficult to manage her loan repayments. What happened Miss O had a current account with H... (3 pages)View decision -
Decision Reference DRN-5961182
24 Nov 2025 Arnold Clark Automobiles Limited UpheldConsumer CreditDRN-5961182 The complaint Mr R complains that Arnold Clark Automobiles Limited, trading as Arnold Clark, continued with an application for a Hire Purchase Agreement despite Mr R cancelling the application. Although Arnold Clark has removed credit searches from Mr R’s credit file he woul... (4 pages)View decision -
Decision Reference DRN-5972641
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5972641 The complaint Miss A complains about problems and delays when she applied for additional mortgage borrowing with National Westminster Bank PLC. What happened Miss A took out a mortgage with NatWest in 2015. In early 2025 she applied for additional borrowing to pay for work o... (5 pages)View decision -
Decision Reference DRN-5972188
24 Nov 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5972188 The complaint Mr H has complained about Bastion Insurance Company Limited. He isn’t happy with the way it dealt with a claim under his motor breakdown insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr H had a problem with hi... (3 pages)View decision -
Decision Reference DRN-5957908
24 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5957908 The complaint The estate of Ms K says Clydesdale Bank PLC, trading as “Virgin Money”, refuses to refund it for fraudulent transactions on its account. This complaint was brought by a representative of the estate, who I will refer to as “W” throughout my decision. For ease, a... (3 pages)View decision -
Decision Reference DRN-5899671
24 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5899671 The complaint Mr and Mrs H complain INTACT INSURANCE UK LIMITED trading as More Th>n (“Intact”) hasn’t handled a claim against their home insurance policy fairly. What happened In May 2023 Mr and Mrs H made a claim against their Intact home insurance policy following an ... (5 pages)View decision -
Decision Reference DRN-5887262
24 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5887262 The complaint Mr D complains that JAJA Finance Limited trading as ASDA Money (Asda Money) irresponsibly lent to him, when he was provided with a credit card. What happened Mr D says ASDA Money gave him a credit card without considering his circumstances as, at the time, he ... (5 pages)View decision -
Decision Reference DRN-5863492
24 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5863492 The complaint Mr C and Mrs G complain about the settlement Great Lakes Insurance UK Limited (Great Lakes) has paid to settle the claim they made under their contents insurance policy. This complaint has been brought by both Mr C and Mrs G, but as Mr C has been leading in thi... (3 pages)View decision
