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 375868 results
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Decision Reference DRN-5322042
21 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5322042 The complaint Mr L complains about the way Liverpool Victoria Insurance Company Limited (LV) handled his claim, under his home insurance policy with them. What happened Mr L had a home insurance policy with LV, that provided buildings and contents cover, which renewed in Jul... (3 pages)View decision -
Decision Reference DRN-5327913
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5327913 The complaint Mr S complains that Santander UK Plc have failed to return funds he mistakenly transferred to one of their customers in August 2023. What happened On 9 August 2023 Mr S made a transfer of £968.86 in error to an account held with Santander. He contacted his bank... (2 pages)View decision -
Decision Reference DRN-5415830
21 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5415830 The complaint Mr B complains about how Advantage Insurance Company Limited handled and settled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr B holds a motor insurance policy with Advantage. When he was involved in... (4 pages)View decision -
Decision Reference DRN-5412365
21 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5412365 Complaint Mrs C complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Mrs C is being ... (4 pages)View decision -
Decision Reference DRN-5150033
21 Mar 2025 ReAssure Limited Not upheldInsuranceDRN-5150033 The complaint Mr M and Mr S complain as trustees of the S Trust about the way ReAssure Limited has administered the pay out of a bond (which was originally taken out by their mother, Mrs S). What happened In February 1998, Mrs S took out a Skandia Life (now ReAssure) PETA B... (5 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-5368619
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5368619 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited recorded a claim against his policy and the effect that had on his premium. What happened Mr O holds a policy with Admiral. When his daughter was involved in an accident, they called to let Admiral ... (2 pages)View decision -
Decision Reference DRN-5412084
21 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5412084 The complaint Mr K complains that Vanquis Bank Limited was irresponsible in lending him two credit card accounts which he couldn’t afford to repay. What happened In March 2011 Vanquis lent Mr K two credit card accounts. Each account had a credit limit of £500. In August 201... (2 pages)View decision -
Decision Reference DRN-5122537
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5122537 The complaint Miss M complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to help get a refund for a transaction made on her debit card. What happened The background to this complaint is well known to all parties, so I won’t repeat it at length here. As a ... (2 pages)View decision -
Decision Reference DRN-4938179
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4938179 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (6 pages)View decision
