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 381196 results
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Decision Reference DRN-5643535
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5643535 The complaint Miss B complains that U K Insurance Limited trading as Darwin (UKI) disposed of her car and personal belongings following a claim made on her motor insurance policy. What happened Miss B’s car was damaged in an incident, and UKI declared it to be a total-loss.... (4 pages)View decision -
Decision Reference DRN-5501324
24 Jun 2025 Vitality Health Limited Not upheldInsuranceDRN-5501324 The complaint Mr F and Mrs R complain that Vitality Health Limited didn’t allow an upgrade on their private health insurance policy. What happened Mr F holds a private health insurance policy with Vitality. Mrs R is also covered by the policy as his partner. Mr F got in tou... (2 pages)View decision -
Decision Reference DRN-5368701
24 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5368701 The complaint Mr and Mrs O complain that Mercedes Benz Financial Services UK Limited (“MBFS”) supplied them with a car was of unsatisfactory quality. What happened Mr and Mrs O entered into a hire purchase agreement to acquire a two-month-old car in December 2021. The milea... (4 pages)View decision -
Decision Reference DRN-5254326
24 Jun 2025 Wolverhampton City Credit Union Limited Not upheldConsumer CreditDRN-5254326 The complaint Miss C is complaining about the way Wolverhampton City Credit Union Limited (WCCU) treated her when she was struggling to make repayments on her loan. What happened In October 2018, Miss C took out a loan of around £8,280 with WCCU. The majority of this was ref... (4 pages)View decision -
Decision Reference DRN-5563904
24 Jun 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5563904 The complaint Mr P complained that AA Underwriting Insurance Company Limited (AAUI) failed to repair all the damage to his car when he made a claim under his motor policy. What happened Mr P made a claim to AAUI when some slates from a roof fell and damaged his car when it ... (5 pages)View decision -
Decision Reference DRN-5635776
24 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5635776 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent him money on a credit card. What happened In June 2021 Mr S took out a credit card with Virgin Money, with a credit limit of £4,000. The account fell into arrears and in 2022 Vir... (4 pages)View decision -
Decision Reference DRN-5605486
24 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5605486 The complaint Miss G complains about the service she received from Kroo Bank Ltd (“Kroo”) when it blocked to her account following her reporting suspicious activity. What happened Miss G held a bank account with Kroo with a balance of over £15,000. On 23 October 2024 after r... (3 pages)View decision -
Decision Reference DRN-5567545
24 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5567545 The complaint Mr P complains that Nationwide Building Society refused to pay him a £175 incentive payment for switching his account to it. And of the customer service he received. What happened On 10 December 2024 Mr P requested a switch to Nationwide, and for the switch to ... (3 pages)View decision -
Decision Reference DRN-5604946
24 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5604946 The complaint Mr R has complained that Accredited Insurance (Europe) Ltd (AIEL) unfairly rejected a claim he made for additional damage he says was missed from an escape of water (EOW) claim in 2023. Mr R made a claim under his home insurance policy. What happened In 2023 Mr... (3 pages)View decision -
Decision Reference DRN-5293741
24 Jun 2025 Elderbridge Limited Not upheldMortgagesDRN-5293741 The complaint Mr and Mrs L complain that their second charge loan with Elderbridge Limited (Elderbridge) was mis-sold as undisclosed commission was added to the loan, which has inflated their ongoing loan repayments. What happened Mr and Mrs L took out a second charge loan i... (3 pages)View decision
