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 381196 results
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Decision Reference DRN-5892129
20 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5892129 Complaint Miss C has complained about a personal loan which she says Santander UK Plc (“Santander”) unfairly provided to her. She says the loan was unaffordable and shouldn’t have been provided to her. Background Santander provided Miss C with a loan for £3,000.00 in June 2... (5 pages)View decision -
Decision Reference DRN-5652246
20 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5652246 The complaint Miss N complains about her roadside assistance insurer, AmTrust Specialty Limited (AmTrust) charging her for a breakdown callout which she cancelled after managing to start her vehicle and move it away from a busy road junction. References to AmTrust in this d... (3 pages)View decision -
Decision Reference DRN-5888771
20 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5888771 The complaint Mrs T complains about Unum Ltd’s decision to decline her claim for critical illness. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, Mrs T had critical illness cover with Unum,... (4 pages)View decision -
Decision Reference DRN-5751112
20 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5751112 The complaint Mrs T complains about the way Ageas Insurance Limited (“Ageas”) handled a claim she made on her landlords property insurance policy. What happened The following is intended as a summary of key events only. Mrs T held a landlords property insurance policy unde... (2 pages)View decision -
Decision Reference DRN-5768920
20 Oct 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5768920 The complaint Miss O has complained about AXA Insurance Designated Activity Company (AXA)’s decision to repair her car when she made a claim under her car insurance policy. Miss O believes AXA should have settled her claim as a total loss. Miss O also complained about the se... (3 pages)View decision -
Decision Reference DRN-5746120
20 Oct 2025 Wakam Not upheldInsuranceDRN-5746120 The complaint Miss L’s complaint is about a claim she made on her Wakam pet insurance policy. Wakam only paid part of her claim for emergency boarding, which she says is unfair. Miss L wants Wakam to pay the balance of her claim. What happened The background to this complain... (3 pages)View decision -
Decision Reference DRN-5724069
20 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5724069 The complaint Mr G has complained that U K Insurance Limited trading as Darwin (Darwin) unfairly rejected a claim he made under his car insurance policy and cited the fraud term as the reason. What happened Mr G bought a car insurance policy with the insurer Darwin in Decemb... (2 pages)View decision -
Decision Reference DRN-5786453
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5786453 The complaint Mr and Mrs A complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly declined their application for further borrowing on their mortgage. What happened Mr and Mrs A banked with NatWest and hold a mortgage with it. On 15 June 2022 NatWest gave Mr ... (3 pages)View decision -
Decision Reference DRN-5795371
20 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5795371 The complaint Mr R complains about AXA PPP Healthcare Limited’s decision to withdraw therapy treatment under his private medical insurance cover. What happened Mr R is covered under a group private medical insurance policy with AXA. In December 2023, he injured his right kn... (3 pages)View decision -
Decision Reference DRN-5752162
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752162 The complaint A company that I will refer to as J, complains that Barclays Bank UK PLC unfairly closed its account. And by doing so, has failed to reasonably consider its circumstances. Mr J, a director of, brings the complaint on behalf of J. Mr J is also unhappy about th... (3 pages)View decision
