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 123440 results
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Decision Reference DRN-5627629
16 Jun 2025 Nationwide Building Society UpheldMortgagesDRN-5627629 The complaint Mr G complains that Nationwide Building Society treated him unfairly when his mortgage fell into arrears. What happened Mr G’s mortgage fell into arrears in late 2023. Mr G says Nationwide took recovery action instead of offering support, such as a lower intere... (3 pages)View decision -
Decision Reference DRN-5626796
16 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5626796 The complaint Mrs O is unhappy with how HDI Global Specialty SE settled her pet insurance claim. What happened Mrs O’s dog became unwell and needed vet treatment. This included an out-of-hours emergency consultation. Sadly, Mrs O’s dog passed away. Mrs O made a claim to HDI... (4 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627376
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5627376 The complaint Mr B and Mrs S have complained about the delays caused by their travel insurer, Inter Partner Assistance SA (“IPA”), while reviewing a claim they made on their policy. What happened I issued a provisional decision regarding this complaint last month where I sa... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision -
Decision Reference DRN-5519982
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5519982 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss O fell victim to a safe account scam. She r... (8 pages)View decision -
Decision Reference DRN-5547019
16 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5547019 The complaint Miss L complains that Vitality Health Limited turned down a claim she made on a group private medical insurance policy. What happened Miss L has been insured by her employer’s group private medical insurance policy since November 2021. The contract is underwrit... (5 pages)View decision -
Decision Reference DRN-5627409
16 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5627409 The complaint Mr M, representing company J, has complained about J’s motor trade insurer, Covea Insurance plc. Mr M feels Covea has unfairly declined J’s claim for equipment which was damaged beyond repair. A loss assessor has been assisting J/Mr M. For ease of reading thou... (4 pages)View decision -
Decision Reference DRN-5540380
16 Jun 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5540380 The complaint Mr K complains about how Arch Insurance (UK) Limited dealt with a claim against his travel insurance policy. What happened In summary, Mr K has an annual travel insurance policy underwritten by Arch. He booked a trip with departure and return dates of 21 July ... (4 pages)View decision -
Decision Reference DRN-5626963
16 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5626963 The complaint Mr A complains about how esure Insurance Limited (‘esure’) handled a storm claim he made under his home insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties... (12 pages)View decision
