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-5604544
15 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5604544 The complaint Mr and Mrs V complained that Ageas Insurance Limited (“Ageas”) unfairly declined a claim for storm damage to a boundary wall, under Mrs V’s home building’s insurance policy. I’ll refer to Mrs V for ease. What happened In January 2025 Mrs V contacted Ageas to ma... (4 pages)View decision -
Decision Reference DRN-5621895
15 Sep 2025 Aviva Health UK Limited UpheldInsuranceDRN-5621895 The complaint Mrs L is unhappy with Aviva Health UK Limited’s decision not to apply a discount to her renewal premium and the poor customer service she received. Mrs L brings her complaint through a representative but, for simplicity, I’ll refer to all submissions as being m... (3 pages)View decision -
Decision Reference DRN-5560893
15 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5560893 The complaint Mr W complains that Santander UK Plc hasn’t treated him fairly, and has threatened him with repossession, when he’s experienced financial difficulty with his mortgage. What happened Mr W has a mortgage with Santander. Santander is now taking legal action to rec... (3 pages)View decision -
Decision Reference DRN-5502168
15 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5502168 The complaint Mr E is unhappy with how Vitality Health Limited (Vitality) has handled his complaint in relation to his private medical insurance policy. What happened In January 2024, Mr E joined a private medical insurance policy through his employer. Vitality is the insure... (2 pages)View decision -
Decision Reference DRN-5691681
15 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5691681 The complaint Mr and Mrs N complain that AWP P&C S.A. applied a policy limit to their travel insurance claim. What happened Mr N holds a travel insurance policy through a bank account, and the policy also covers Mrs N. The insurer is AWP. They had a trip booked abroad f... (3 pages)View decision -
Decision Reference DRN-5724617
15 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5724617 The complaint Mr D has complained about how Barclays Bank UK PLC behaved during the closure of his account. What happened Mr D closed his account with Barclays, but unfortunately this did not go smoothly. He’s explained that he had to visit two different branches and make nu... (2 pages)View decision -
Decision Reference DRN-5293160
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293160 The complaint Mr P complains that HSBC UK Bank Plc didn’t do enough to protect him from an investment scam. What happened Between July and October 2021, Mr P made twelve Faster Payments from his HSBC current account to “Foris DAX MT Limit” – a payment service provider which ... (3 pages)View decision -
Decision Reference DRN-5815344
15 Sep 2025 more 2 life Ltd UpheldMortgagesDRN-5815344 The complaint Mr and Mrs C complain about how more 2 life Ltd handled an application they made for a lifetime mortgage. What happened Via a broker, Mr and Mrs C applied for a lifetime mortgage with more 2 life to fund improvements to their property. The application was first... (3 pages)View decision -
Decision Reference DRN-5817139
15 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5817139 The complaint Miss M complains Clydesdale Bank Plc trading as Virgin Money has acted unfairly by not refunding a payment she made using her credit card. What happened In January 2021, Miss M purchased two sofas from a company I’ll refer to as F. She paid £1,099.98 using her... (7 pages)View decision -
Decision Reference DRN-5613104
15 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5613104 The complaint Mr and Mrs E complain that Barclays Bank UK PLC has failed to offer them support during financial difficulties with their mortgage, and is threatening to repossess their property. What happened Mr and Mrs E have a mortgage with Barclays. They’ve been in financi... (4 pages)View decision