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-5791373
5 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5791373 The complaint Mr D complains about how The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (‘NFUM’) handled a claim under his car insurance policy. What happened Mr D had a car insurance policy with NFUM. In January 2025 Mr D’s car was dam... (3 pages)View decision -
Decision Reference DRN-5999071
5 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5999071 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss C was approved for a Virgin Money credit card in February 2021 (which I will refer to as A in this decision), with a £3,600 credit limit. The credit ... (6 pages)View decision -
Decision Reference DRN-5740702
5 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5740702 Complaint Mr M has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. Background Mr M successfully applied for an overdraft with... (5 pages)View decision -
Decision Reference DRN-5672498
5 Dec 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5672498 The complaint Miss C complains that Vanguard Asset Management Ltd (‘Vanguard’) mishandled her ISA transfer which meant she missed out on earnings on her savings for a time, and it then failed to close her account after she asked for it to be closed. What happened On 8 Februa... (4 pages)View decision -
Decision Reference DRN-5997346
5 Dec 2025 Prepaid Financial Services Ltd UpheldBanking and PaymentsDRN-5997346 The complaint Ms R complains she paid money to Prepaid Financial Services Ltd, and she hasn’t received the money back. What happened Ms R says she paid money to Prepaid as part of a service offer. This offer was from another company, ASAP, and Prepaid. Ms R hasn’t received... (7 pages)View decision -
Decision Reference DRN-5947843
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5947843 The complaint Mr O complains that J. P. Morgan Europe Limited trading as Chase blocked and then closed his account. What happened Mr O had an account with Chase. In May 2025, Chase blocked the account. It says that the account was being reviewed by a specialist team. Chase c... (2 pages)View decision -
Decision Reference DRN-5959919
5 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5959919 The complaint Mr and Mrs T have complained about the way Accredited Insurance (Europe) Ltd dealt with the claim they made after they suffered flooding at their property. What happened The history of this matter is long and involved but, to summarise, Mr and Mrs T own a stud ... (4 pages)View decision -
Decision Reference DRN-5944368
5 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5944368 The complaint Mrs P complains about how AXA Insurance UK Plc (“AXA”) handled a claim under her car insurance policy. When I mention AXA I also mean the suppliers it uses to recover its losses. What happened Mrs P had a car insurance policy with AXA. She arranged the policy t... (3 pages)View decision -
Decision Reference DRN-5998473
5 Dec 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5998473 The complaint Mr A complains Watford Insurance Company Europe Limited (Watford) unfairly avoided his motor insurance policy and declined a claim. What happened Mr A purchased the policy online through a comparison website in May 2024. In November 2024 Mr A submitted a vand... (4 pages)View decision -
Decision Reference DRN-5672264
5 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5672264 The complaint Mrs S complains that Metro Bank PLC will not reimburse funds she lost to a scam. Mrs S is represented by a firm, for ease I have only referred to Mrs S in this decision. What happened The background to this complaint is well known to both parties so I won’t rep... (2 pages)View decision