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-5766953
20 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5766953 The complaint Mr M complained about actions taken by Nationwide Building Society (‘the Society’) and poor service in connection with multiple declined transactions. What happened From January 2025 onwards, Mr M repeatedly had problems with blocked payments he’d attempted us... (4 pages)View decision -
Decision Reference DRN-5704371
20 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5704371 The complaint Miss C and Mr L complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Miss C and... (4 pages)View decision -
Decision Reference DRN-5767000
20 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5767000 The complaint Miss J complains The Royal Bank of Scotland Plc has mis-sold a business account to her and has recently provided poor service in relation to an overdraft application and by charging her fees for international transfers. What happened Miss J has two accounts wit... (2 pages)View decision -
Decision Reference DRN-5157390
20 Aug 2025 Think Money Limited UpheldBanking and PaymentsDRN-5157390 The complaint Miss D complains that Think Money Limited won’t refund payments she didn’t make or otherwise authorise. What happened On 20 February 2024, Miss D received a call from someone purporting to be from Think Money’s fraud department. They said they suspected fraudu... (3 pages)View decision -
Decision Reference DRN-5657622
20 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5657622 The complaint Mr W has complained about the market value settlement Liverpool Victoria Insurance Company Limited (LV) paid when he made a claim under his car insurance policy. What happened In May 2024 Mr W’s car was stolen and he made a claim to his insurer, LV. LV settled ... (2 pages)View decision -
Decision Reference DRN-5756093
20 Aug 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5756093 The complaint Mr F complains that The Co-operative Bank Plc (‘Co-op Bank’) should pay him more compensation than it has offered in respect of admitted poor service issues after his debit card was blocked. What happened In March 2025, Co-op Bank applied a block on Mr F’s deb... (4 pages)View decision -
Decision Reference DRN-5766331
20 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5766331 The complaint Mrs B has complained that Covea Insurance plc unreasonably and unfairly increased her premium amount for her lifetime pet policy on renewal. References to Covea include references to their intermediary. Initially the intermediary said this complaint should be ... (3 pages)View decision -
Decision Reference DRN-5761592
20 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5761592 The complaint Mr L complains that AWP P&C S.A unfairly declined his first claim for a home emergency in December 2021 and provided a poor repair on a related second claim that occurred a week later which resulted in further internal damage. What happened Mr L held a hom... (6 pages)View decision -
Decision Reference DRN-5637351
20 Aug 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5637351 The complaint Ms B complains because Telefonica UK Limited reported some missed payment information on her credit file about a fixed sum loan agreement taken out in her name. What happened In December 2020, Ms B took out a fixed sum loan agreement with Telefonica to buy a br... (3 pages)View decision -
Decision Reference DRN-5746392
20 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5746392 The complaint Mr H and Miss M complain Zurich Insurance PLC (“Zurich”) has handled their claims on their property insurance policy unfairly. They say they’re not happy with how the claims have been recorded and they don’t think Zurich has done enough to make up for damage it... (7 pages)View decision
