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 370149 results
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Decision Reference DRN-5015879
4 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5015879 The complaint Mrs A complains U K Insurance Limited (trading as Churchill) unfairly declined her landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happen... (5 pages)View decision -
Decision Reference DRN-4922489
4 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-4922489 The complaint Mrs C complains about Tesco Underwriting Limited’s (Tesco) handling of a subsidence claim made in relation to damage sustained in her conservatory. Any references to Tesco include its agents. What happened Mrs C’s conservatory has been damaged by subsidence a... (2 pages)View decision -
Decision Reference DRN-5064922
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5064922 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy that National Westminster Bank Plc (“NatWest”) has moved to default its Bounce Back Loan (“BBL”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms F’. What happened In ... (3 pages)View decision -
Decision Reference DRN-5312538
4 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5312538 The complaint Mrs M complains that TSB Bank Plc mishandled her cash ISA transfer leading to delays and lost interest. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for m... (2 pages)View decision -
Decision Reference DRN-4877382
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4877382 The complaint Mr S says Nationwide Building Society (“Nationwide”) has unfairly charged him interest on his credit card balances, and often gave him incorrect information about the balance due on his account. What happened Mr S has provided a lot of information in support of... (4 pages)View decision -
Decision Reference DRN-4870504
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4870504 The complaint Mr N complains that Revolut Ltd hasn’t refunded a payment he made. What happened In late 2023, Mr N bought four smartphones and a vacuum cleaner from a merchant using his Revolut card. In total he spent over £6,000 on the five items. He says that the vacuum cle... (3 pages)View decision -
Decision Reference DRN-5334439
4 Mar 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5334439 The complaint Mr A complains about how Evolution Insurance Company Limited (“Evolution”) handled the annual service of a boiler under his boiler insurance policy. What happened Mr A had an insurance policy with Evolution providing him with emergency assistance and an annual ... (2 pages)View decision -
Decision Reference DRN-5229006
4 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5229006 The complaint Miss M complains that Next Retail Limited irresponsibly lent to her. Miss M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss M herse... (2 pages)View decision -
Decision Reference DRN-5369528
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5369528 The complaint and what happened Miss W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. I’ve included relevant sections o... (4 pages)View decision -
Decision Reference DRN-5110313
4 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5110313 The complaint Mrs W complains that Phoenix Life Limited trading as Standard Life (“Standard Life”) has failed to treat her fairly when she has instructed changes to the investments in which her pension savings were held. What happened Mrs W holds pension savings with Standar... (3 pages)View decision
