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 381082 results
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Decision Reference DRN-5895097
22 Oct 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5895097 The complaint Mr S complained that First Central’s actions after a claim on his motor insurance policy resulted in a county court judgement (CCJ) being taken against him. What happened Mr S had an accident involving a third party in about January 2023. The third-party’s ins... (4 pages)View decision -
Decision Reference DRN-5618099
22 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5618099 The complaint Miss M complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5879531
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5879531 The complaint Mr A complains Revolut unfairly froze his account and returned funds to sender, before closing his account. What happened Mr A had an account with Revolut and in July 2025 his account was frozen while Revlout investigated incoming payments. Revolut contacted M... (3 pages)View decision -
Decision Reference DRN-5856633
22 Oct 2025 WPS ADVISORY Ltd Not upheldPensions and AnnuitiesDRN-5856633 The complaint Mr L complains that the advice WPS Advisory Ltd gave him to stay in his defined benefit occupational pension scheme in 2020 was unsuitable. He considers the advice caused him to suffer a financial loss given the subsequent reduction in the transfer value and th... (5 pages)View decision -
Decision Reference DRN-5768316
22 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5768316 The complaint Ms C complains about her mortgage with Nationwide Building Society. She says that the mortgage was irresponsibly lent and that she’s not been protected by the mortgage payment protection insurance (MPPI) she took out. She also complains about the interest rate ... (2 pages)View decision -
Decision Reference DRN-5886168
22 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5886168 The complaint Mr W has complained that Advantage Insurance Company Limited didn’t do enough to tell him he needed to add a new telematics box to a changed car under his car insurance policy. Mr W complains that Advantage unfairly cancelled his car insurance policy. Mr W is b... (4 pages)View decision -
Decision Reference DRN-5898894
22 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5898894 The complaint Mr N complains Nationwide Building Society withheld an incoming payment without informing him because it stereotyped him and that it also gave him incorrect information. What happened Mr N has an account with Nationwide. Mr N was sent a large CHAPS payment on 3... (2 pages)View decision -
Decision Reference DRN-5709549
22 Oct 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-5709549 The complaint Mrs B has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U unreasonably delayed in providing her with a replacement phone under her mobile phone insurance policy when she made a claim as she had damaged her mobile phone. What happened... (4 pages)View decision -
Decision Reference DRN-5751114
22 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5751114 The complaint Mr H and Miss L have complained about INTACT INSURANCE UK LIMITED trading as More Th>n (More Than)’s decision to reject a storm damage claim they made under their home insurance policy. What happened In December 2024 Mr H and Miss L’s home was damaged during... (2 pages)View decision -
Decision Reference DRN-5772736
22 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5772736 The complaint Miss R has complained about the service she received when she made a claim under the Home Emergency (HE) section of her home insurance policy with Admiral Insurance (Gibraltar) Limited. Miss B is a joint policyholder under the policy. Miss R is the main complai... (3 pages)View decision
