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-5754774
15 Aug 2025 Travelers Insurance dac Not upheldInsuranceDRN-5754774 The complaint A company, which I’ll refer to as A, complains that Travelers Insurance dac declined a claim on its business protection insurance policy. Mr B, who is a director of A, brings the complaint on A’s behalf. What happened Mr B is a director of A. He has explained t... (3 pages)View decision -
Decision Reference DRN-5619023
15 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5619023 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. W... (4 pages)View decision -
Decision Reference DRN-5392390
15 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5392390 The complaint Mrs M complains about Capital One (Europe) plc’s decision not to uphold her dispute about an online shopping order. What happened Mrs M made an online shopping order with a merchant (who I’ll refer to as ‘B’ throughout this decision) for around £240 in late Sep... (6 pages)View decision -
Decision Reference DRN-5753499
15 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5753499 The complaint Mr D and Mrs T complain because Admiral Insurance (Gibraltar) Limited (‘Admiral’) hasn’t paid their travel insurance claim. Mr D and Mrs T are also unhappy with how Admiral handled the claim. All references to Admiral include the agents appointed to deal with c... (5 pages)View decision -
Decision Reference DRN-5747467
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747467 The complaint Mr J complains that Bank of Scotland plc has not refunded disputed direct debit payments. What happened Mr J says he asked Bank of Scotland (BoS) to refund payments to his internet provider as it had overcharged him over a number of months. He says the overpaym... (2 pages)View decision -
Decision Reference DRN-5375288
15 Aug 2025 Financial Administration Services Limited UpheldInvestmentsDRN-5375288 The complaint Mr L has complained about the actions taken by Financial Administration Services Limited (‘Fidelity’) in relation to one of his share holdings. What happened Mr L had a self-invested personal pension (‘SIPP’) with Fidelity. Amongst his SIPP holdings were share... (4 pages)View decision -
Decision Reference DRN-5720146
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720146 The complaint Mr E complains about Nationwide Building Society (NBS) after he instructed two large value payments. What happened Mr E instructed via branch, two payments of £80,000 to a company who I’ll refer to as A. One payment was sent in October 2022 and the other in Feb... (3 pages)View decision -
Decision Reference DRN-5704150
15 Aug 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5704150 The complaint Ms L complains about Highway Insurance Company Limited (Highway) replacing the windscreen in her vehicle using non-manufacturer glass. She says the policy in unclear, and that the replacement should have been an original, manufacturer windscreen. Any reference... (4 pages)View decision -
Decision Reference DRN-5673533
15 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5673533 The complaint Mr B and Miss G complain that Great Lakes Insurance UK Limited has unfairly declined their travel insurance claim. What happened Mr B and Miss G booked a trip to go abroad, travelling to a country I’ll call ‘M’. They took out a single trip travel insurance pol... (2 pages)View decision -
Decision Reference DRN-5738174
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5738174 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “BIP”) provided to him. Mr M is being represented by his mother in this complaint. However, for ease of reference, I will refer to the arguments and submissions made on the case as having been made by ... (4 pages)View decision
