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 386796 results
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Decision Reference DRN-5571296
1 Jul 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5571296 The complaint Mr and Mrs M complain that Zurich Insurance Company Ltd declined their claim against their travel insurance policy. Reference to Zurich includes its agents. What happened In summary, Mr and Mrs M had an annual travel insurance policy underwritten by Zurich whi... (4 pages)View decision -
Decision Reference DRN-5395773
1 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5395773 The complaint Mrs H complains that Vanquis Bank Limited have irresponsibly lent to her. Mrs H is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs H herself. Wh... (3 pages)View decision -
Decision Reference DRN-5531361
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5531361 The complaint Mr A complains that Santander UK Plc unfairly restricted his account and denied access to his funds while it did so. What happened Around November last year, Mr A complained to Santander after discovering his account had been restricted pending a review by the ... (3 pages)View decision -
Decision Reference DRN-5584816
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5584816 The complaint Mr S is unhappy that Lloyds Bank PLC, trading as MBNA, didn’t enable him to access his account via online banking or mobile banking app. Mr S also feels that he’s been charged interest on his account incorrectly. What happened Mr S opened an MBNA credit card ac... (3 pages)View decision -
Decision Reference DRN-5453417
1 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5453417 The complaint Mr O has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under a home insurance policy. References to AXA include companies acting on its behalf. What happened Mr O contacted AXA to make a claim for the loss of a bag that contained items in... (2 pages)View decision -
Decision Reference DRN-5507759
1 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5507759 The complaint Mr W complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in July 2017. Mr W acquired the car in 2018. In late... (5 pages)View decision -
Decision Reference DRN-5656746
1 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5656746 The complaint Miss W complains about how Santander UK Plc handled her recent Data Subject Access Request (DSAR). What happened Miss W requested a DSAR from Santander. Santander sent copies of all the personal information it said it held for Miss W. But, when the information ... (2 pages)View decision -
Decision Reference DRN-5626535
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626535 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In October 202... (3 pages)View decision -
Decision Reference DRN-5636369
1 Jul 2025 Premier Insurance Company Limited Not upheldInsuranceDRN-5636369 The complaint Mr A complains that Premier Insurance Company Limited declined a claim he made on his motor insurance policy in 2023 and that it has retained his car since then. What happened Mr A reported a claim for damage to his car to Premier in August 2023 and the car we... (2 pages)View decision -
Decision Reference DRN-5427367
1 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5427367 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money lent to her irresponsibly. What happened In 2016, Virgin Money gave Miss B a credit card with a limit of £5,100. It increased the credit limit in August 2017 to £9,000 and in July 2018 to £9,500.... (4 pages)View decision
