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 130332 results
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Decision Reference DRN-6060899
3 Mar 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6060899 The complaint Mr B complains about the service Acromas Insurance Company Limited (“Acromas”) provided him with when he made a claim under his European roadside assistance insurance policy. What happened Mr B had a roadside assistance policy with Acromas covering his motorhom... (3 pages)View decision -
Decision Reference DRN-6188917
3 Mar 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6188917 The complaint Mr A complains that Oodle Financial Services Limited (Oodle) refused to let him reject a faulty car. What happened In April 2025 Mr A acquired a second hand car at a cost of £12,975 funded by a hire purchase agreement with Oodle. It was over seven years old and... (3 pages)View decision -
Decision Reference DRN-6064249
2 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6064249 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money he lost as the result of a scam. What happened In 2021 a family friend told Mr S about an investment opportunity with a company (“H”) which was offering attr... (4 pages)View decision -
Decision Reference DRN-6144645
2 Mar 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6144645 The complaint Clydesdale Bank plc, trading as Virgin Money, provided Ms N with a credit card account in January 2024. It had a credit limit of £8,900. Ms N says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties... (2 pages)View decision -
Decision Reference DRN-6086990
2 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6086990 The complaint Miss M is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim made on her travel insurance policy (‘the policy’) after she required emergency medical treatment abroad. All reference to Admiral includes its medical assistance team and oth... (5 pages)View decision -
Decision Reference DRN-6165998
2 Mar 2026 HCC International Insurance Company Plc UpheldInsuranceDRN-6165998 The complaint Mr B is complaining HCC International Insurance Company Plc has avoided his buildings insurance policy and in turn declined a claim he made. What happened In April 2024 Mr B contacted a broker to arrange a buildings insurance policy for his property. The broker... (3 pages)View decision -
Decision Reference DRN-6034483
2 Mar 2026 Santander UK Plc UpheldMortgagesDRN-6034483 The complaint Ms C complains that Santander UK Plc has lost her Support for Mortgage Interest (SMI) forms, preventing her from receiving help. She also complains about litigation action Santander has taken, her interest rate, and charges applied to her mortgage. What happene... (5 pages)View decision -
Decision Reference DRN-5907602
2 Mar 2026 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5907602 The complaint Mr S has complained about the actions of St. James's Place Wealth Management Plc (“SJPWM”). He says the services provided by SJPWM have not been commensurate with the charges he has paid. He says the performance of his pension has stagnated because of thos... (5 pages)View decision -
Decision Reference DRN-6191025
2 Mar 2026 Openwork Limited UpheldPensions and AnnuitiesDRN-6191025 The complaint Mr L complains that he received unsuitable advice from Openwork Limited to switch an existing personal pension to another arrangement, which he says has caused him a significant financial loss. He also complains that he didn’t receive the reviews he’d paid for.... (8 pages)View decision -
Decision Reference DRN-5992541
2 Mar 2026 esure Insurance Limited UpheldInsuranceDRN-5992541 The complaint Mr G complains about the amount esure Insurance Limited trading as esure (“esure”) valued his car for when he made a claim under his motor insurance policy. What happened Mr G had a motor insurance policy with esure covering his car. In summer of 2025, his car ... (3 pages)View decision