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 124111 results
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Decision Reference DRN-5796495
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796495 The complaint Mr and Mrs D complain about Red Sands Insurance Company (Europe) Limited’s (‘Red Sands’) handling of a claim made on their home insurance policy. Except where otherwise stated, references to Red Sands include its agents. What happened Both parties will be fam... (18 pages)View decision -
Decision Reference DRN-5451244
4 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5451244 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (Halifax) gave her incorrect information in relation to the amount of overpayments on her mortgage account which were available to her as advances if she wanted to underpay in future. What happened On ... (5 pages)View decision -
Decision Reference DRN-5796470
4 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5796470 The complaint Mr S complains that The Royal Bank of Scotland plc (RBS) didn’t properly consider new evidence he gave it about a complaint it had previously looked at. What happened In April 2023, Mr S was looking for legal assistance and made a number of payments to a legal... (4 pages)View decision -
Decision Reference DRN-5729556
3 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5729556 The complaint Mrs S complains that a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, under which a car was supplied to her, wasn’t affordable for her. Her husband is also involved in her complaint. What happened A used car ... (4 pages)View decision -
Decision Reference DRN-5794158
3 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5794158 The complaint Mr V is unhappy that BUPA Insurance Limited (BUPA) declined his claim on his private dental insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr ... (4 pages)View decision -
Decision Reference DRN-5591548
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5591548 The complaint Miss H is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss H fell victim to a cruel investment scam. She says she was contacted by scammers offering... (6 pages)View decision -
Decision Reference DRN-5796242
3 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5796242 The complaint Mrs D and Mr F complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”)’s handling of their buildings insurance claim. All references to NFU also include its appointed agents. What happened Below is intended to be a summary of what ha... (5 pages)View decision -
Decision Reference DRN-5626430
3 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5626430 The complaint Mrs R complains about how British Gas Insurance Limited (BGIL) dealt with her HomeCare policy renewal. She said it removed services without her permission to achieve a lower premium and didn’t fully explain this to her, which caused financial detriment when she... (5 pages)View decision -
Decision Reference DRN-5744131
3 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5744131 The complaint Ms B has complained about how Watford Insurance Company Europe Limited dealt with her mistake in setting up her sister’s motor policy. References to Watford include all its agents, brokers and intermediaries. What happened Ms B was helping her sister buy a mo... (5 pages)View decision -
Decision Reference DRN-5366759
3 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5366759 The complaint Mr A complains about Bank of London and The Middle East plc trading as ‘Nomo’. What happened Mr A was travelling to the USA on holiday. Prior to travel, he transferred $10,000 to his Nomo USD account, which was successful, and then a further £7,800 to his Nomo... (2 pages)View decision
