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
-
Decision Reference DRN-5800320
3 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5800320 The complaint Mr S is unhappy that AWP P&C SA declined a claim made under his travel insurance policy (‘the policy’) for medical costs he incurred whilst abroad. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-5989013
3 Dec 2025 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5989013 The complaint Miss K complains about the way Liverpool Victoria Financial Services Limited (LV) handled a claim she made under her income protection insurance policy. She is also unhappy it has altered the terms of her income protection policy and life assurance policy What ... (7 pages)View decision -
Decision Reference DRN-5728414
3 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5728414 The complaint Mr S complains that Nationwide Building Society unfairly blocked his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (3 pages)View decision -
Decision Reference DRN-5904121
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5904121 The complaint Miss L is unhappy her bank, Starling Bank Limited, didn’t agree to raise a chargeback on a disputed purchase. What happened Miss L ordered some clothing from an online retailer, who I’ll call P, in June 2025. The total order was around £260, and Miss L paid usi... (4 pages)View decision -
Decision Reference DRN-5907640
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5907640 The complaint Mr A complains that Revolut Ltd unfairly closed his account. What happened Around October last year, Revolut provided Mr A with notice that his account would be closed in December, - pointing to his abusive behaviour against Revolut’s staff as the cause. After ... (2 pages)View decision -
Decision Reference DRN-5625142
3 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5625142 The complaint Mr C is unhappy as he doesn’t think that Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy he holds with it. What happened I've outlined what I think are the key events and points involved in the... (8 pages)View decision -
Decision Reference DRN-5749163
3 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5749163 The complaint Ms W complains INTACT INSURANCE UK LIMITED has not added a multi policy discount to her pet insurance policies, despite telling her on multiple occasions it had. What happened The details of the complaint are well known to both parties, so I won’t repeat them i... (2 pages)View decision -
Decision Reference DRN-5686992
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5686992 The complaint Mr M complains that National Westminster Bank Public Limited Company (NatWest) didn’t return his funds after it closed his account. What happened Mr M had an account with NatWest. In 2023, NatWest decided to close the account. Mr M says he contacted NatWest a n... (2 pages)View decision -
Decision Reference DRN-5987408
3 Dec 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5987408 The complaint Mr C complains about how First Central Insurance Management Limited (“First Central”) handled a claim and decided liability for a collision under his car insurance policy. He says its handling of his claim has led to a County Court Judgement (‘CCJ’) for him whi... (4 pages)View decision -
Decision Reference DRN-5975363
3 Dec 2025 Black Horse Finance Limited UpheldConsumer CreditDRN-5975363 The complaint Mr M complains about the quality of a vehicle supplied via finance agreement by Black Horse Finance Limited (‘BH’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role... (5 pages)View decision