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 4777 results
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Decision Reference DRN-1868478
17 Jul 2020 Zurich Insurance PLC Not upheldInsuranceDRN-1868478 The complaintMs G is unhappy with the way Zurich Insurance PLC (Zurich) dealt with her claim after her car was involved in an incident. What happenedOn 27 February 2019 Ms G’s car was involved in an incident. Ms G contacted Zurich to report what had happened. She informed Zuric... (3 pages)View decision -
Decision Reference DRN-3777282
28 Nov 2022 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-3777282 The complaint Mrs L is unhappy that Bank of Ireland (UK) Plc (BOI) won’t refund her money she lost as part of a third-party scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, an... (3 pages)View decision -
Decision Reference DRN-5286608
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5286608 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won’t refund her the money she lost to a third-party scam. What happened The background to this complaint is set out in the investigator’s view of 8 January 2025 so I won’t repeat it all here. But briefly M... (3 pages)View decision -
Decision Reference DRN-2694625
19 Mar 2021 U K Insurance Limited Not upheldInsuranceDRN-2694625 The complaint Mr S has complained that U K Insurance Limited (UKI) has undervalued his van following a total loss claim when his van was deemed a write-off after an accident. What happened Mr S’s van was written off following a total loss claim. Follow... (3 pages)View decision -
Decision Reference DRN4127087
10 Jun 2014 National Westminster Bank Plc UpheldBanking and creditMr and Mrs A complain about National Westminster Bank Plc’s (“NatWest”) handling of their mortgage, loan and current accounts with it. They consider it failed to respond fairly, positively and sympathetically to them when they were facing financial difficulty. In particular, they say it ... (3 pages)View decision -
Decision Reference DRN-4910423
1 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4910423 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited avoided her car insurance policy (treated it like it never existed) and refused to pay her claim. Mrs M’s son Mr A is helping Mrs M with her complaint. For ease I will sometimes refer to Mr A’s comment... (7 pages)View decision -
Decision Reference DRN-4371890
5 Oct 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4371890 The complaint Mr J complains that Madison CF UK Limited trading as 118 118 Money (“118”) recorded negative information on his credit file and sold his debt to a third-party. He doesn’t believe it’s treated him fairly. What happened I recently issued my provisional decision abou... (6 pages)View decision -
Decision Reference DRN-3997676
31 May 2023 Vitality Health Limited Not upheldInsuranceDRN-3997676 The complaint Ms C complains about the way Vitality Health Limited has handled claims she made under her private medical insurance policy. What happened In July 2020, Ms C took out a private medical insurance policy through Vitality. The policy was underwritten on a moratorium ... (6 pages)View decision -
Decision Reference DRN-2837271
17 Jun 2021 Cofunds Limited Not upheldInvestmentsDRN-2837271 The complaint Mrs S complains about the transfer of her ISA by Cofunds Limited trading as Aegon, referred to as “Cofunds” or “the transferor”. She says Cofunds unnecessarily delayed her instructions to sell down and transfer her stocks and shares ISA to a new provider, referred... (6 pages)View decision -
Decision Reference DRN-4974401
17 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4974401 The complaint Mr B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision