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 121115 results
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Decision Reference DRN-5587669
29 May 2025 BUPA Insurance Limited UpheldInsuranceDRN-5587669 The complaint Ms M complains about how BUPA Insurance Limited handled a claim under her private health insurance policy. What happened Ms M asked Bupa to authorise 10 sessions of rTMS (repetitive transcranial magnetic stimulation) treatment on 11 March 2024. Bupa said it wo... (6 pages)View decision -
Decision Reference DRN-5566520
29 May 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5566520 The complaint Mr S complains that Zopa Bank Limited failed to process a balance transfer to his new credit card. What happened Mr S holds a credit card with Zopa. In November 2024 Mr S took out a new credit card with NatWest and put in details to transfer the balance of £175... (3 pages)View decision -
Decision Reference DRN-5445970
29 May 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5445970 The complaint M, a limited company complains about what Accelerant Insurance Europe SA/NV UK Branch did after it made a claim on its business protection insurance policy. What happened In May 2023 there was a theft of equipment from M’s business premises. It claimed on its p... (3 pages)View decision -
Decision Reference DRN-5306653
29 May 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5306653 The complaint Mr N is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (Hyundai) was of an unsatisfactory quality. What happened In April 2024 Mr N was supplied with a used car through a conditional... (4 pages)View decision -
Decision Reference DRN-5456066
29 May 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5456066 The complaint Mr M says Blue Motor Finance Ltd (‘Blue Motor’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says the risk and creditworthiness assessm... (4 pages)View decision -
Decision Reference DRN-5590928
29 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5590928 The complaint Mr and Mrs R complains that Nationwide Building Society didn’t do enough to protect them from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (3 pages)View decision -
Decision Reference DRN-5589722
29 May 2025 Chubb European Group SE UpheldInsuranceDRN-5589722 The complaint Miss R has complained that Chubb European Group SE cancelled her mobile phone insurance, despite its operatives telling her that the policy would continue. What happened When Miss R started her mobile phone insurance policy in 2017, it was provided by her mobi... (4 pages)View decision -
Decision Reference DRN-5589281
29 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5589281 The complaint Ms R is unhappy Nationwide Building Society is holding her liable for the balance of a credit card account that she says was fraudulently opened by her ex-husband. What happened In November 2022, Nationwide received a credit card application in Ms R’s name, whi... (4 pages)View decision -
Decision Reference DRN-5431563
29 May 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5431563 The complaint Mr G complains about the quality of a car he has financed through an agreement with Advantage Finance Ltd (‘Advantage’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (3 pages)View decision -
Decision Reference DRN-5489309
29 May 2025 Santander UK Plc UpheldMortgagesDRN-5489309 The complaint Mr and Mrs M complain that Santander UK Plc would not allow them to switch mortgage deals. What happened Mr and Mrs M have a mortgage with Santander. They had a lifetime tracker interest rate product. On 19 September 2024, Santander sent Mr and Mrs M an offer t... (3 pages)View decision
