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-5709496
11 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5709496 The complaint Mr A complains UK Insurance Limited (“UKI”) provided poor customer service and gave him incorrect information when he claimed on his motor insurance policy following an accident. All references to UKI include its agents. What happened Mr A renewed his motor ins... (3 pages)View decision -
Decision Reference DRN-5575002
11 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5575002 The complaint Miss B has complained that AXA PPP Healthcare Limited declined a claim she made on a private medical insurance policy and about poor customer service. What happened Miss B purchased the policy in September 2024. She then made a claim in November 2024. AXA dec... (3 pages)View decision -
Decision Reference DRN-5808784
11 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5808784 The complaint Mrs H has complained about her let property insurer, AXA Insurance UK Plc because it declined her claim for roof damage, which she thought had been caused by a storm. What happened Mrs H was contacted by her tenant in October 2023, at the time of a named storm... (2 pages)View decision -
Decision Reference DRN-5812208
11 Sep 2025 LGT Wealth Management UK LLP UpheldInvestmentsDRN-5812208 The complaint Mr and Mrs K had an investment portfolio with LGT Wealth Management UK LLP (“LGT”). They say money earmarked for use to buy and renovate a new property was unsuitably invested at risk by LGT. They also say they were advised to borrow funds to use for property ... (13 pages)View decision -
Decision Reference DRN-5808116
11 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5808116 The complaint Mr and Mrs B complain that Bank of Scotland plc has not treated them fairly in the way it administered their mortgage. What happened Mr and Mrs B have a mortgage with Bank of Scotland (BoS). In 2001, they took out an interest only “Personal Choice” mortgage that... (5 pages)View decision -
Decision Reference DRN-5605168
11 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5605168 The complaint Mr C complains that a car he acquired through a personal contract plan financed by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) is of unsatisfactory quality. What happened The parties are familiar with the background det... (2 pages)View decision -
Decision Reference DRN-5762494
11 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5762494 The complaint Ms S complains about the way her car insurance company, Marshmallow Insurance Limited (“Marshmallow”) handled a claim and dealt with the payment and refund of her excess. What happened Ms S had a car insurance policy for her car. In November 2024 her car was da... (3 pages)View decision -
Decision Reference DRN-5612060
11 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5612060 The complaint Mr B complains that Tesco Underwriting Limited (“Tesco”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, first registered in 2012. Mr B acquired the car in ab... (3 pages)View decision -
Decision Reference DRN-5810469
11 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5810469 The complaint Mr S complains that The Co-operative Bank Plc (The Co-op) closed his bank account without him receiving notice. He also complains they failed to release his balance to him when they should have. He wants compensation for the impact this had on him. Mr S has als... (4 pages)View decision -
Decision Reference DRN-5756797
11 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5756797 The complaint Mr W is unhappy with the service he received when he called Nationwide Building Society. What happened Mr W called Nationwide. He was unhappy with the service he received from the advisor, so he made a complaint. He said the advisor was awkward and difficult to... (2 pages)View decision