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 393318 results
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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-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 -
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-5805231
15 Sep 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5805231 The complaint Mrs E complains about Acromas Insurance Company Limited (“AIL”) and their refusal to cover the costs incurred by the company she instructed to assist her with managing her claim, who I’ll refer to as “S”. Mrs E has been represented by Mr E at points during the ... (5 pages)View decision