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-5504256
1 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5504256 The complaint Mr and Mrs C have said that Clydesdale Bank Plc unfairly refused to proceed with an application they wanted to make to port their mortgage to a different property. What happened Mr and Mrs C held an existing mortgage with Clydesdale. A mortgage offer issued in ... (5 pages)View decision -
Decision Reference DRN-5727691
1 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5727691 The complaint Mr B has complained that Vitality Health Limited declined a claim he made on a private medical insurance policy. What happened Mr B had a sight test on 29 August 2023 and made a claim under the policy for the test and for contact lenses, which was paid. Withou... (2 pages)View decision -
Decision Reference DRN-5549189
1 Aug 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5549189 The complaint Mr B and Miss A are unhappy with the renewal price offered by Pinnacle Insurance Limited (‘Pinnacle’) for a ‘lifetime’ pet insurance policy. What happened The background to this complaint is well known to Mr B, Miss A and Pinnacle. Rather than repeat in detail ... (2 pages)View decision -
Decision Reference DRN-5518002
1 Aug 2025 Hiscox Underwriting Limited UpheldInsuranceDRN-5518002 The complaint Mr F has complained that Hiscox Underwriting Limited (Hiscox) avoided his bicycle insurance policy and refused to settle his claim. What happened Mr F took out a bicycle insurance policy with Hiscox online. He later made a claim when his bike was stolen. Hisc... (3 pages)View decision -
Decision Reference DRN-5694780
1 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5694780 The complaint A limited company, which I will call C, has complained about a commercial insurance policy sold to it by U K Insurance Limited trading as Direct Line (“UKI”). Mrs N, as director of C, has brought the complaint on its behalf. What happened C had the same commerc... (5 pages)View decision -
Decision Reference DRN-5730511
1 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5730511 The complaint Mr A complains that Oodle Financial Services Limited declined to reimburse him loss of earnings when he had been unable to use a van supplied via a hire purchase agreement because it wasn’t of satisfactory quality. What happened Mr A entered into a five-year hi... (3 pages)View decision -
Decision Reference DRN-5729317
1 Aug 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5729317 The complaint Mr W complains about unsuitable advice to transfer his defined benefit pension to ReAssure Limited. He also complains that since transferring his funds have not performed well, and he hasn’t been kept updated about his plan. What happened Mr W worked for Briti... (4 pages)View decision -
Decision Reference DRN-5701050
1 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5701050 The complaint Mr B complains that Metro Bank PLC (‘Metro’) registered two fraud prevention markers against him without due cause. What happened The circumstances of this complaint have been explained in detail in our investigator’s view of this complaint, which was shared wi... (2 pages)View decision -
Decision Reference DRN-5730439
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5730439 The complaint Mr H is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr H brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr H throughout this decision. What happened Mr H was looking to invest ... (6 pages)View decision -
Decision Reference DRN-5561631
1 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5561631 The complaint Mr S complains about Advantage Insurance Company Limited (‘Advantage’) and the amount they paid him following a claim under his motor insurance policy. What happened Mr S’s vehicle was involved in a road traffic accident while parked and he contacted Advantage... (3 pages)View decision