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 122404 results
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Decision Reference DRN-5609363
13 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5609363 The complaint Mrs M complains that Haven Insurance Company Limited (“Haven”) declined a claim for flood damage to her home. When I mention Haven I also mean its suppliers and contractors. Mrs M is represented in her complaint by a family member, but for ease I’ll refer to he... (3 pages)View decision -
Decision Reference DRN-5580329
13 Jun 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5580329 The complaint Ms H complains that National Savings and Investments (NS&I) makes it difficult for her to make transfers over the telephone and online. She’d like them to change the way they complete customer authentication. NS&I made an offer of £50 to Ms H as they co... (2 pages)View decision -
Decision Reference DRN-5623385
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5623385 The complaint Mrs B complains that Admiral Insurance (Gibraltar) Limited undervalued her car when it settled a claim on her motor insurance policy. Mrs B’s husband has helped her to bring her complaint. But for simplicity I will refer to her husband’s comments as being Mrs B... (6 pages)View decision -
Decision Reference DRN-5610260
13 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5610260 The complaint Mrs F is unhappy that Vitality Health Limited (‘Vitality’) declined a claim made on a worldwide travel insurance policy linked to a private health insurance policy. All reference to Vitality includes its agents. What happened I issued a provisional decision i... (5 pages)View decision -
Decision Reference DRN-5140852
13 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5140852 Complaint Mr M and Ms M are unhappy that Nationwide Building Society didn’t reimburse them after they reported falling victim to fraud. Background In 2020, Mr M and Ms M were offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a... (4 pages)View decision -
Decision Reference DRN-5622893
13 Jun 2025 Porsche Cars Great Britain Limited UpheldInsuranceDRN-5622893 The complaint Mr R has complained about the way Porsche Cars Great Britain Limited have handled a claim on his Porsche Assistance product. What happened Following a claim Mr R raised several complaint points with Porsche. These included the following: • A compact premier sel... (3 pages)View decision -
Decision Reference DRN-5344780
13 Jun 2025 UK Credit Limited UpheldConsumer CreditDRN-5344780 The complaint Mr A has complained about a loan UK Credit Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In September 2018 Mr A applied for a £5,000 loan with UK Credit. The interest rate was fixed at 4... (3 pages)View decision -
Decision Reference DRN-5620696
13 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5620696 The complaint Mr D and Mrs D complain about Royal & Sun Alliance Insurance Limited’s decision to decline a claim made under their home insurance policy relating to damage they believe has been caused by subsidence. What happened The background to this complaint is well k... (9 pages)View decision -
Decision Reference DRN-5027425
13 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027425 The complaint Miss B is unhappy that Monzo Bank Ltd hasn’t reimbursed her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail he... (3 pages)View decision -
Decision Reference DRN-5622979
13 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5622979 The complaint Mr T complains that Watford Insurance Company Europe Limited (“Watford”) didn’t provide him with a courtesy car following a claim on his motor insurance policy. He paid for a hire car instead and asks that Watford refund the costs of it. What happened Mr T had ... (4 pages)View decision
