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 381082 results
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Decision Reference DRN-5646517
4 Aug 2025 Metro Bank PLC Not upheldMortgagesDRN-5646517 The complaint Mr and Mrs R complain that Metro Bank PLC didn’t treat them fairly when they experienced financial difficulty with their mortgage. What happened Mr and Mrs R have a mortgage with Metro, taken out in 2022. They borrowed around £430,000 on repayment terms over 25... (5 pages)View decision -
Decision Reference DRN-5680307
4 Aug 2025 CNA Insurance Company Limited Not upheldInsuranceDRN-5680307 The complaint A limited company, which I will refer to as H, complains about the handling and decline of its medical professional liability claim by CNA Insurance Company Limited. What happened The following is intended only as a summary of the events. Additionally, whilst o... (4 pages)View decision -
Decision Reference DRN-5663698
4 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5663698 The complaint Mr and Mrs M complain about AWP P&C S.A.’s offer of settlement for their travel insurance claim. My references to AWP include its claim handling agents. What happened Mr and Mrs M have travel insurance through a bank account, insured by AWP. They made a cl... (3 pages)View decision -
Decision Reference DRN-5480793
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5480793 The complaint Mrs S complains that TSB held her liable for a failed cash withdrawal and didn’t carry out an effective investigation. What happened Mrs S used one of a bank of three automated teller machines (ATM) regularly. She was withdrawing cash for a project at home and... (5 pages)View decision -
Decision Reference DRN-5637758
4 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5637758 The complaint Mr C complains that ReAssure Limited (“ReAssure”) provided incorrect information about his pension, and caused delays which resulted in him experiencing financial difficulty and embarrassment. What happened Mr C held a pension with ReAssure. In February 2024 h... (5 pages)View decision -
Decision Reference DRN-5554796
4 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5554796 The complaint Miss H complains Aviva Insurance Limited didn’t handle a claim against a home insurance policy fairly. What happened Aviva insured a property. The policyholder is Mr G, Miss H’s (ex)husband. Both parties have a financial interest in the property, but only Miss... (3 pages)View decision -
Decision Reference DRN-5734243
4 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5734243 The complaint Mr D complains about how Vanquis Bank Limited reported information to credit reference agencies in relation to a credit card. What happened Around May 2018 Mr D took out a credit card with Vanquis. Unfortunately, Mr D got into financial difficulty and his acco... (4 pages)View decision -
Decision Reference DRN-5548002
4 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5548002 The complaint Mrs S is unhappy that J.P. Morgan Europe Limited, trading as Chase, will not refund the money that she lost as the result of an Authorised Push Payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them i... (4 pages)View decision -
Decision Reference DRN-5732269
4 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5732269 The complaint Mr L has complained to this service about a card he took out with American Express Services Europe Limited (“AESEL”) which he says he couldn’t afford to repay. What happened Mr L applied and was approved for an American Express card in or around April 2003. M... (4 pages)View decision -
Decision Reference DRN-5689021
4 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5689021 The complaint Miss H complains that Volkswagen Financial Services (UK) Limited (t/a Audi Financial Services) (“VFS”) didn’t administer her account correctly resulting in her credit file being adversely affected. What happened Miss H entered into a hire purchase agreement in ... (3 pages)View decision
