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 123872 results
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Decision Reference DRN-5697837
6 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5697837 The complaint Mr G complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) caused further damage to his vehicle during a motor repair claim. What happened The following is intended as a summary of key events only, as the background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5738690
6 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5738690 The complaint Mr and Mrs M complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (20 pages)View decision -
Decision Reference DRN-5738279
6 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5738279 The complaint Mr H complains about the delay in receiving a credit into his Nationwide Building Society (‘Nationwide’) credit card account. He also complains that Nationwide caused distress to his family by calling a landline number when they were grieving. What happened The... (2 pages)View decision -
Decision Reference DRN-5607774
6 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5607774 The complaint Ms P complains about how Zurich Insurance PLC (‘Zurich’) handled a claim she made under her home insurance policy. Ms P is represented by her husband in this complaint, who has handled much of the background claim process. However, for ease of reading, I will ... (12 pages)View decision -
Decision Reference DRN-5736095
6 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5736095 The complaint Mrs B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AESEL’), trading as American Express, didn’t clearly communicate changes to the threshold for companion voucher eligibility. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5738485
6 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5738485 The complaint Mr E has complained about Covea Insurance Plc’s rejection of his claim under his home insurance policy for internal damage to his home. And about the service it provided when considering the claim. What happened Mr E has said he spotted some damp inside his ho... (4 pages)View decision -
Decision Reference DRN-5731328
6 Aug 2025 Newcastle Building Society UpheldMortgagesDRN-5731328 The complaint Mr B complains that Newcastle Building Society (NBS) treats him as a mortgage customer when he understood he was only acting as guarantor for a mortgage for his son and daughter-in-law. He also says that it has failed to communicate with him properly about the ... (5 pages)View decision -
Decision Reference DRN-5190567
6 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5190567 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5738102
6 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5738102 The complaint Miss F has complained about her car insurer AXA Insurance UK Plc. She thinks it caused delays in handling an accident claim which have impacted the price of two (now possibly three) policy renewals. What happened Miss F was involved in an accident on 14 Februa... (3 pages)View decision -
Decision Reference DRN-5656119
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5656119 The complaint Miss U complains that Barclays Bank UK PLC reported late payment markers on her credit file. What happened Miss U holds a credit card account with Barclays. In 2024 the account fell into arrears. Barclays wrote to Miss U about the missed paymnt sin October 2024... (2 pages)View decision
