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 388057 results
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Decision Reference DRN-5699501
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5699501 The complaint Mr P complains that Santander UK Plc unfairly placed a restriction on his account. What happened In June last year, after opening an account with Santander, Mr P deposited a cheque payment of around £2,500 paid to him by HMRC. Santander restricted Mr P’s accoun... (3 pages)View decision -
Decision Reference DRN-5602811
17 Jul 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5602811 The complaint Mr S complains about what AmTrust Specialty Limited did after he made a claim on his rent protection and tenant eviction insurance policy. What happened In June 2024 Mr S said he’d obtained possession of his rented property and claimed for rent arrears which ha... (3 pages)View decision -
Decision Reference DRN-5697711
17 Jul 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5697711 The complaint Mr K’s complaint is about the handling of a claim under his commercial motor insurance policy with Nelson Insurance Company Ltd. What happened Mr K is a taxi driver. In June 2024, Mr K was involved in an accident with another driver. Mr K said he considered the... (3 pages)View decision -
Decision Reference DRN-5608858
17 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5608858 The complaint Mr U and Mrs V complain that AWP P&C S.A. declined their travel insurance claim unfairly. For ease of reading, I’ll just refer to Mrs V throughout. What happened Mrs V has a travel insurance policy, that was provided to her as a benefit of a packaged bank a... (4 pages)View decision -
Decision Reference DRN-5640933
17 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5640933 The complaint Miss J complains about how Advantage Insurance Company Limited (Advantage) dealt with a claim under her motor insurance policy following an accident, specifically holding Miss J responsible for the accident and seeking to recover claim costs under the provision... (5 pages)View decision -
Decision Reference DRN-5552959
17 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5552959 The complaint Ms V is unhappy with National Savings and Investments (NS&I). Ms V went to another bank, I will refer to as “C”, and made arrangements to move her money away from her NS&I ISA to an ISA with C. She’s unhappy with how NS&I dealt with and handled her ... (5 pages)View decision -
Decision Reference DRN-5561581
17 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5561581 The complaint Mrs R is unhappy with what Inter Partner Assistance SA did following a claim she made on her travel insurance policy. What happened Mrs R was on holiday when she became unwell and needed hospital treatment. She complains about how IPA handled her claim and its ... (3 pages)View decision -
Decision Reference DRN-5277131
17 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5277131 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was of an unsatisfactory quality. Mr J has been represented during the claim and complaint pro... (4 pages)View decision -
Decision Reference DRN-5513822
17 Jul 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5513822 The complaint H complains about the way HCC International Insurance Company Plc trading as Tokio Marine HCC (“Tokio”) has handled a claim it made on its buildings insurance policy, following an escape of water at its property. H is being represented in bringing the complain... (5 pages)View decision -
Decision Reference DRN-5609048
17 Jul 2025 Marsh Ltd Not upheldInsuranceDRN-5609048 The complaint Mr F’s complained about how Marsh Ltd, trading as Marsh Commercial, dealt with the renewals of his commercial insurance policy. What happened Mr F owns a number of properties which he rents out. For the last few years, he’s used Marsh to arrange landlord insur... (3 pages)View decision