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 392389 results
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Decision Reference DRN-5720925
16 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5720925 The complaint Mr and Mrs N are unhappy that Vitality Health Limited declined a claim made under their private medical insurance policy (‘the policy’) for surgery Mrs N needed on her hip. They’re also very unhappy about the way the claim was handled and the service received.... (5 pages)View decision -
Decision Reference DRN-5605310
16 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5605310 The complaint Mr H is unhappy that Royal & Sun Alliance Insurance Ltd (“RSA”) didn’t attend to his home emergency claim, and he is unhappy that his buildings and contents premium has gone up. When I refer to what Mr H or RSA said or did, it should be taken to include thi... (4 pages)View decision -
Decision Reference DRN-5799235
16 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5799235 The complaint Mr P complains that a car supplied to him under a condition sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr... (6 pages)View decision -
Decision Reference DRN-5785461
16 Sep 2025 Howden UK Brokers Limited UpheldInsuranceDRN-5785461 The complaint Mrs C and Mr C are unhappy about how Howdens UK Brokers Limited has handled the administration of their insurance policy and the authorisation of payments for their insurance claims following an incidence of subsidence and a flood at their home. What happened M... (4 pages)View decision -
Decision Reference DRN-5762644
16 Sep 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5762644 The complaint Mrs J is represented. Her pension was administered by Scottish Equitable Plc trading as AEGON. AEGON was/is also the provider and manager of the Cautious Lifestyle (‘CL’) fund into which the pension was invested. The pension was switched to Fidelity in Decembe... (4 pages)View decision -
Decision Reference DRN-5693059
16 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5693059 The complaint Mrs B complains about a complaint she made to Shop Direct Finance Company Limited trading as Very about a charge made to her credit account. What happened On 15 September 2022, Mrs B placed an order for a television with Very. The total cost of the television w... (2 pages)View decision -
Decision Reference DRN-5583465
16 Sep 2025 TSB Bank plc Not upheldConsumer CreditDRN-5583465 The complaint Mrs A and Mr Z are unhappy with the service they’ve received from TSB Bank plc surrounding a fraud claim that they wanted to submit. While this complaint has been raised in the name of Mrs A and Mr Z, as the account in question is in their joint names, it is Mr... (2 pages)View decision -
Decision Reference DRN-5672056
16 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5672056 The complaint Mr T has complained that Inter Partner Assistance SA (IPA) unfairly refused to replace his shower pump after he made a claim under his home emergency policy. What happened Mr T made a claim to IPA after his shower pump developed a leak which he was unable to st... (2 pages)View decision -
Decision Reference DRN-5821536
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5821536 The complaint Mr C is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. When he reported the scam to Revolut, he said he’d re... (6 pages)View decision -
Decision Reference DRN-5817036
16 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5817036 The complaint Mr R complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t explain that he’d no longer be able to download online transaction history once his account switch had completed. What happened Mr R has a business which until recently had an account with N... (2 pages)View decision