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 375121 results
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Decision Reference DRN-5660600
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5660600 The complaint Miss V complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Miss V says Vanquis approved a credit card account for her in September 2019 with a credit limit of £... (3 pages)View decision -
Decision Reference DRN-5585768
27 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5585768 The complaint Mr S has complained about Covea Insurance plc’s decision to settle a claim he made under his van insurance policy as a fault claim. What happened Mr S was involved in an incident with a motorbike. He made a claim to his insurer, Covea. Covea settled Mr S’s clai... (3 pages)View decision -
Decision Reference DRN-5620328
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620328 The complaint Ms S complains, with her husband as representative, that National Westminster Bank PLC unfairly refused to pay her its £150 ‘Switcher Offer’ after she moved her account to the bank. What happened Ms S applied to switch her current account to a NatWest Reward A... (3 pages)View decision -
Decision Reference DRN-5243723
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243723 The complaint Mr W complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr W referred his complaint to this service with the help of a professional representative. However, for eas... (3 pages)View decision -
Decision Reference DRN-5726984
27 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5726984 The complaint Mr A complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Stellantis”) lent to him without carrying out sufficient checks into his finances. Had better checks been made Stellantis would’ve discovered he had poor credit history a... (4 pages)View decision -
Decision Reference DRN-5595458
27 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5595458 The complaint Mr I complains about what Royal & Sun Alliance Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In September 2024 Mr I sought assistance from his legal expenses policy. He said his trade union hadn’t provided... (2 pages)View decision -
Decision Reference DRN-5741728
27 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5741728 The complaint Mr I is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses insurance policy. What happened Mr I contacted RSA at the end of December 2024 seeking assistance with an employment dispute. RSA asked fo... (3 pages)View decision -
Decision Reference DRN-5650473
27 Aug 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5650473 The complaint A company, which I’ll refer to as T, complains that Arthur J. Gallagher Insurance Brokers Limited (“AJG”) sold a business protection insurance policy which did not meet its needs. Mr H, a representative of T, brings the complaint on T’s behalf. What happened T ... (3 pages)View decision -
Decision Reference DRN-5643073
27 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5643073 The complaint Mr B has complained about the way esure Insurance Limited has settled a claim under his car insurance policy and says esure provided incorrect or inadequate information. What happened Mr B made a claim under his car insurance policy in 2022. esure settled the c... (3 pages)View decision -
Decision Reference DRN-5609989
27 Aug 2025 Resolution Compliance Limited UpheldInvestmentsDRN-5609989 The complaint Mrs B complains Resolution Compliance Limited (“Revolut”) acted unfairly when it unilaterally sold the shares she held in her account. What happened Mrs B lives in Europe but held accounts with Revolut in the UK. Part of Revolut’s account offering included a s... (5 pages)View decision
