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 401363 results
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Decision Reference DRN-5749163
3 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5749163 The complaint Ms W complains INTACT INSURANCE UK LIMITED has not added a multi policy discount to her pet insurance policies, despite telling her on multiple occasions it had. What happened The details of the complaint are well known to both parties, so I won’t repeat them i... (2 pages)View decision -
Decision Reference DRN-5686992
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5686992 The complaint Mr M complains that National Westminster Bank Public Limited Company (NatWest) didn’t return his funds after it closed his account. What happened Mr M had an account with NatWest. In 2023, NatWest decided to close the account. Mr M says he contacted NatWest a n... (2 pages)View decision -
Decision Reference DRN-5987408
3 Dec 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5987408 The complaint Mr C complains about how First Central Insurance Management Limited (“First Central”) handled a claim and decided liability for a collision under his car insurance policy. He says its handling of his claim has led to a County Court Judgement (‘CCJ’) for him whi... (4 pages)View decision -
Decision Reference DRN-5975363
3 Dec 2025 Black Horse Finance Limited UpheldConsumer CreditDRN-5975363 The complaint Mr M complains about the quality of a vehicle supplied via finance agreement by Black Horse Finance Limited (‘BH’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role... (5 pages)View decision -
Decision Reference DRN-5776610
3 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5776610 The complaint Mr S complains that Capital One (Europe) plc unfairly declined his request to increase the limit on his credit card. What happened Mr S opened a Capital One credit card in December 2024. In his application, Mr S provided details about his circumstances includi... (2 pages)View decision -
Decision Reference DRN-5988602
3 Dec 2025 Santander UK Plc UpheldMortgagesDRN-5988602 The complaint Mr and Mrs B complain about how Santander have treated them whilst the amount of arrears on their mortgage has been in dispute. What happened In February 2023, Mr and Mrs B applied for a new retention rate to be applied to their mortgage. In February 2024, thi... (3 pages)View decision -
Decision Reference DRN-5975384
3 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5975384 The complaint Mr M complains that Revolut Ltd is covering up hacking and other interference into his account and life from criminals working for a foreign government. What happened On 6 June 2025 Mr M received an email from Revolut stating he had logged into his account fro... (3 pages)View decision -
Decision Reference DRN-5829853
3 Dec 2025 HDI Global Specialty SE UpheldInsuranceDRN-5829853 The complaint Mr M complains that HDI Global Specialty SE unfairly declined a claim he made on his commercial property insurance policy after agreeing it would pay it. Reference to HDI includes its agents. What happened Mr M held a commercial insurance policy with HDI. Follo... (3 pages)View decision -
Decision Reference DRN-5875029
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5875029 The complaint A limited company, which I’ll call B, complains that the bank unfairly transferred its accounts to a debt collection agency. B is represented by its owner and director, who I’ll call Mr S. What happened In 2020, B took out a £50,000 bounce back loan (“BBL”). Fr... (3 pages)View decision -
Decision Reference DRN-5783422
3 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5783422 The complaint Mr F complains AXA Insurance UK Plc unfairly declined an accidental loss claim under a photography insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them again. Instead, I’ll focus on the reasons for ... (2 pages)View decision