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 392389 results
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Decision Reference DRN-6062132
16 Jan 2026 West Bay Insurance Plc UpheldInsuranceDRN-6062132 The complaint Miss S complaints that West Bay Insurance Plc (West Bay) avoided her motor insurance policy and refused to pay her claim. What happened Miss S took out a motor insurance policy with West Bay through a price comparison website. Unfortunately, her vehicle was sto... (8 pages)View decision -
Decision Reference DRN-5892118
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5892118 The complaint Mr B complains about the way U K Insurance Limited, trading as NIG, handled a buildings insurance claim in relation to energy costs. Reference to NIG includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute,... (3 pages)View decision -
Decision Reference DRN-6053747
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6053747 The complaint Mrs R complains U K Insurance Limited (UKI) turned down claims she made on her legal expenses insurance policy What happened In 2024 Mrs R sought assistance from her legal expenses policy with a claim against a solicitor acing as trustee of a trust. She said th... (3 pages)View decision -
Decision Reference DRN-5980262
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5980262 The complaint Mr C is unhappy with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (‘NatWest’) handling of a payment to his personal loan account. What happened After Mr C found himself in temporary financial difficulty in October 2024 and asked NatWest to put a pause on ... (3 pages)View decision -
Decision Reference DRN-5945043
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5945043 The complaint Mr B complains about the way U K Insurance Limited, trading as NIG, handled a buildings insurance claim in relation to service charge costs. Reference to NIG includes its agents and representatives. What happened The circumstances of this complaint aren’t in ... (2 pages)View decision -
Decision Reference DRN-5972845
16 Jan 2026 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5972845 The complaint Mr T’s complaint is about a claim he made on his Financial & Legal Insurance Company Ltd (‘F&L’) landlord’s rent protection and legal expenses insurance policy, which was declined. Mr T says F&T treated him unfairly What happened The details of this... (2 pages)View decision -
Decision Reference DRN-6076835
16 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6076835 The complaint Mr J complains about problems with valuations of his three Bank of Scotland plc (BOS) buy-to-let (BTL) mortgages. What happened Mr J took three BTL mortgages secured on three neighbouring properties around 2009 with BOS. Mr J believes the properties were signif... (2 pages)View decision -
Decision Reference DRN-5980204
16 Jan 2026 Brewin Dolphin Limited Not upheldInvestmentsDRN-5980204 The complaint Mr P has complained that Brewin Dolphin Limited (‘BD’) didn’t correctly administer his late mother’s portfolio. He says he has suffered a financial loss because the portfolio wasn’t transferred to his name and would like £15,000 compensation for the investment ... (8 pages)View decision -
Decision Reference DRN-6025319
16 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6025319 The complaint Mr H complains Capquest Debt Recovery Limited trading as Erudio Student Loans are asking for an excessive amount of information to consider deferring his student loan. What happened Mr H has a student loan originally taken out with the Student Loans Company (SL... (4 pages)View decision -
Decision Reference DRN-6072330
16 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6072330 The complaint Santander UK Plc (‘Santander’) Mr M says the overdraft was provided irresponsibly over the six-year period before he started his complaint. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fact... (2 pages)View decision