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 380824 results
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Decision Reference DRN-5580862
14 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5580862 The complaint Miss K complains about the amount esure Insurance Limited (“esure”) valued her car for following a claim under her motor insurance policy, which she says means she’s struggled to buy a replacement. She’s also unhappy about having to contact the third-party insu... (2 pages)View decision -
Decision Reference DRN-5562221
14 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5562221 The complaint Mr S complains that BUPA Insurance Limited has turned down a claim he made on a personal private medical insurance policy. What happened Mr S holds a personal private medical insurance policy. He made a claim on the policy for a viscosupplement injection into h... (4 pages)View decision -
Decision Reference DRN-5500648
14 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5500648 The complaint Ms C complained that The Co-operative Bank Plc, trading as Smile, had not returned money to her account from a failed transfer to another bank account that she held. What happened On 17 February 2025 Ms C transferred £5,000 to her account with another bank, an... (3 pages)View decision -
Decision Reference DRN-5566468
14 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5566468 The complaint Mr W complains about the policy of Nationwide Building Society (NBS) when they requested from him, a certain piece of information. What happened Being a customer of NBS for many years, when Mr W was online attempting to do some banking, he was presented with a... (2 pages)View decision -
Decision Reference DRN-5683446
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5683446 The complaint Mr H is unhappy with how NewDay Ltd (‘NewDay’) reported information about his Aqua credit card and Bip credit accounts to the Credit Reference Agencies (‘CRAs’) following his Debt Relief Order. Mr H wants his credit file amending and compensation for his distr... (3 pages)View decision -
Decision Reference DRN-5689660
14 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5689660 The complaint Ms O and Mr W are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their annual, multi-trip, ‘standard’ travel insurance policy (‘the policy’) after Ms O had medical treatment abroad. All reference to IPA includes its agents. What happe... (5 pages)View decision -
Decision Reference DRN-5525921
14 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5525921 The complaint Mr W complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (AFS) misled him over the amount he would need to pay if he ended his contract early. He would like this charge refunded. What happened The details of this compl... (2 pages)View decision -
Decision Reference DRN-5670216
14 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5670216 The complaint Mr S complains that Nationwide blocked and then closed his account in January 2024. He does not understand why Nationwide decided to do this. He also complains about how Nationwide treated him when his accounts were blocked. He says Nationwide treated him diff... (5 pages)View decision -
Decision Reference DRN-5564491
14 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5564491 The complaint Mr H complains that Aviva Insurance Limited has failed to fairly progress a claim made on his buildings insurance policy. He complains that the decision to cash settle the claim when repairs are needed to the neighbouring property is unreasonable. His claim has... (6 pages)View decision -
Decision Reference DRN-5527517
14 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5527517 The complaint Miss R complains about the negative impact on her following Nationwide Building Society closing her account in error. What happened Around November last year, Miss R wrote to Nationwide asking that it close one of two accounts she held with the firm. Nationwide... (2 pages)View decision
