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-5847941
24 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847941 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money handled transferring his ISA funds to another provider. He is unhappy with the time it took and with the service provided. What happened A summary of what happened is below. In April 2025, Mr ... (3 pages)View decision -
Decision Reference DRN-5970383
24 Nov 2025 Vitality Health Limited UpheldInsuranceDRN-5970383 The complaint Mr A is unhappy with the service he received from Vitality Health Limited (Vitality) in relation to a claim he made on his private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a ... (4 pages)View decision -
Decision Reference DRN-5969277
24 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5969277 The complaint Miss M complains about delays caused by BMW Financial Services (GB) Limited (BMWFS) when she needed to voluntarily terminate (VT) her agreement for financial reasons. Miss M wants the car collected, a final balance provided, an acknowledgment BMWFS mishandled ... (5 pages)View decision -
Decision Reference DRN-5872347
24 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5872347 The complaint Miss H complains that Vitality Life Limited have acted unfairly when handling a claim she made on her income protection policy. What happened Miss H made a successful claim on her income protection policy. She’s unhappy with the overall service she received fr... (4 pages)View decision -
Decision Reference DRN-5970789
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5970789 The complaint Mr P’s complaint is about National Westminster Bank Public Limited Company’s handling of, and decision not to uphold, a dispute about two sofas which he says are faulty. What happened In June 2021 Mr P purchased two sofas from a supplier (who I’ll refer to as ‘... (4 pages)View decision -
Decision Reference DRN-5823713
24 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5823713 The complaint Mr M complains about the settlement Admiral Insurance (Gibraltar) Limited has paid him for a curtailment claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary o... (3 pages)View decision -
Decision Reference DRN-5748021
24 Nov 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5748021 The complaint Mr W complains about the amount Watford Insurance Company Europe Limited (“Watford”) valued his car for when he made a claim under his motor insurance policy. What happened Mr W had a motor insurance policy with Watford covering his car. In April 2025 his car w... (3 pages)View decision -
Decision Reference DRN-5892906
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5892906 The complaint Mrs D is unhappy with how Santander UK Plc (Santander) handled a refund claim she made. What happened Mrs D used her Santander credit card to purchase legal coaching services from a firm I shall call ‘J’ in August 2024 to the sum of £360.00. However, she found ... (4 pages)View decision -
Decision Reference DRN-5883767
24 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5883767 The complaint Mr S complains about the way BUPA Insurance Limited has handled a claim he made on a private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key eve... (4 pages)View decision -
Decision Reference DRN-5174472
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5174472 The complaint Mrs S represents the complaint by Mr S and Mrs S as trustees of the S Trust (‘the trust’). It relates to a life policy (‘the policy’) within the trust that was initially established by her in 1998. Thereafter, provision of the policy was undertaken by Aviva Lif... (5 pages)View decision