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 369227 results
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Decision Reference DRN-5610260
13 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5610260 The complaint Mrs F is unhappy that Vitality Health Limited (‘Vitality’) declined a claim made on a worldwide travel insurance policy linked to a private health insurance policy. All reference to Vitality includes its agents. What happened I issued a provisional decision i... (5 pages)View decision -
Decision Reference DRN-5140852
13 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5140852 Complaint Mr M and Ms M are unhappy that Nationwide Building Society didn’t reimburse them after they reported falling victim to fraud. Background In 2020, Mr M and Ms M were offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a... (4 pages)View decision -
Decision Reference DRN-5622893
13 Jun 2025 Porsche Cars Great Britain Limited UpheldInsuranceDRN-5622893 The complaint Mr R has complained about the way Porsche Cars Great Britain Limited have handled a claim on his Porsche Assistance product. What happened Following a claim Mr R raised several complaint points with Porsche. These included the following: • A compact premier sel... (3 pages)View decision -
Decision Reference DRN-5344780
13 Jun 2025 UK Credit Limited UpheldConsumer CreditDRN-5344780 The complaint Mr A has complained about a loan UK Credit Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In September 2018 Mr A applied for a £5,000 loan with UK Credit. The interest rate was fixed at 4... (3 pages)View decision -
Decision Reference DRN-5537911
13 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5537911 The complaint A complaint has been brought on behalf of Mrs T and is that Nationwide Building Society had said it would pay for the costs of appointing a deputy for her but didn’t do so and has provided poor service. What happened Mrs T is represented in this complaint by he... (3 pages)View decision -
Decision Reference DRN-5492304
13 Jun 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5492304 The complaint Mr B has complained about that Tradex Insurance Company PLC recorded a claim as a fault claim against his car insurance policy. Mr B says the other party involved in the incident was at fault. What happened Mr B was involved in an incident with third party vehi... (2 pages)View decision -
Decision Reference DRN-5417952
13 Jun 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5417952 The complaint Mrs R and Mr T are unhappy with the service they received from Great Lakes Insurance UK Limited throughout its handling of their claim. What happened Mrs R and Mr T were on holiday when, two days into their trip, Mrs R became unwell, suffering with pain in her ... (4 pages)View decision -
Decision Reference DRN-5549731
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5549731 The complaint Mr M’s complaint about National Westminster Bank PLC (NWB) relates to how it administered his mortgage account. He has argued that historically it had undervalued his property with the result that the interest rate applied to his mortgage was higher than it sho... (4 pages)View decision -
Decision Reference DRN-5620696
13 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5620696 The complaint Mr D and Mrs D complain about Royal & Sun Alliance Insurance Limited’s decision to decline a claim made under their home insurance policy relating to damage they believe has been caused by subsidence. What happened The background to this complaint is well k... (9 pages)View decision -
Decision Reference DRN-5594156
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5594156 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t set up a payment plan on his credit account and about the way that it has delay with him. What happened Mr C has a credit card account with Barclaycard and he complained to this service la... (3 pages)View decision
