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 400694 results
-
Decision Reference DRN-6273485
7 Apr 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6273485 The complaint Mr C and Miss C complained that Zurich turned down their claim under their Residential Property Owners insurance policy following damage to an underground pipe at the insured property. They also complained about the fact that Zurich revised the renewal premium ... (5 pages)View decision -
Decision Reference DRN-6267045
7 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6267045 The complaint Mrs C says National Westminster Bank Plc irresponsibly lent to her. What happened Mrs C took out three loans from NatWest as set out below. loantaken out value term monthly repayment 1 26/02/2023 £11,000 81 months £168.77 2 04/04/2023 £7,500123 months £82.363 ... (2 pages)View decision -
Decision Reference DRN-6185465
7 Apr 2026 TSB Bank plc Not upheldMortgagesDRN-6185465 The complaint Mr L says TSB Bank plc trading as TSB sent multiple letters threatening to take possession of his house when he was waiting for his benefits to be updated. What happened Mr L has a mortgage with TSB on an interest only basis. Mr L told us he has a disability an... (3 pages)View decision -
Decision Reference DRN-6218043
7 Apr 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6218043 The complaint Mr K complains about Starling Bank Limited after he requested a payment from his account with them. What happened In June 2025, Mr K received notification from Starling of a savings account they offered, so Mr K promptly opened one, and transferred in a signif... (3 pages)View decision -
Decision Reference DRN-6132945
7 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6132945 The complaint Mr H is unhappy that MBNA Limited charged interest on his credit card account and did not intervene to offer support before he told them he was experiencing financial difficulty. What happened From around April 2024, Mr H began making minimum or partial payment... (3 pages)View decision -
Decision Reference DRN-6207445
7 Apr 2026 Consultation Claims Ltd UpheldClaims ManagementDRN-6207445 The complaint Mr B complains about Consultation Claims Ltd (“CCL”) and their refusal to cancel an agreement without a termination fee being applied. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologi... (3 pages)View decision -
Decision Reference DRN-6241721
7 Apr 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6241721 The complaint Mr K is unhappy that AXA PPP Healthcare Limited didn’t fully settle claims he made for dental treatment on his private medical and dental insurance policy. I’m not asking AXA PPP Healthcare Limited to do anything different to resolve Mr K’s complaint. What happ... (3 pages)View decision -
Decision Reference DRN-6025916
7 Apr 2026 Chubb European Group SE Not upheldInsuranceDRN-6025916 The complaint Mr K is unhappy that Chubb European Group SE declined a claim made under the travel insurance policy he benefited from (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on ... (2 pages)View decision -
Decision Reference DRN-6042393
7 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6042393 The complaint Mrs K and her relative Mr K complain that Nationwide Building Society has breached data protection on their joint account by adding an incorrect mobile number and another relative’s contact details to the account profile. This meant information wasn’t sent to M... (3 pages)View decision -
Decision Reference DRN-6259768
7 Apr 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6259768 The complaint Miss C complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her when she could not afford the repayments. What happened In February 2024, Miss C took one loan with MoneyBoat for £800 repayable for six months at just o... (2 pages)View decision