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 370149 results
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Decision Reference DRN-5597320
13 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5597320 The complaint Mr E complains about American Express Services Europe Limited’s response to a chargeback claim that he made for the money that he’d paid for a beard trimmer. What happened Mr E used his American Express credit card in May 2024 to pay £33.33 for a beard trimmer.... (3 pages)View decision -
Decision Reference DRN-5475555
13 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5475555 The complaint Mrs D has complained about Accredited Insurance (Europe) Ltd (AIEL)’s decision to reject a claim she made for storm damage under her home insurance policy. Mrs D is being represented in her complaint. What happened In May 2024 Mrs D made a claim for storm damag... (2 pages)View decision -
Decision Reference DRN-5564262
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564262 The complaint Mr G complains that Santander UK Plc irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr G himself. What happened Santander provided M... (4 pages)View decision -
Decision Reference DRN-5623385
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5623385 The complaint Mrs B complains that Admiral Insurance (Gibraltar) Limited undervalued her car when it settled a claim on her motor insurance policy. Mrs B’s husband has helped her to bring her complaint. But for simplicity I will refer to her husband’s comments as being Mrs B... (6 pages)View decision -
Decision Reference DRN-5573268
13 Jun 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5573268 The complaint Mr J and Mr N complain about the settlement Astrenska Insurance Limited trading as Collinson Insurance has offered them for a travel delay claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties... (4 pages)View decision -
Decision Reference DRN-5610260
13 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5610260 The complaint Mrs F is unhappy that Vitality Health Limited (‘Vitality’) declined a claim made on a worldwide travel insurance policy linked to a private health insurance policy. All reference to Vitality includes its agents. What happened I issued a provisional decision i... (5 pages)View decision -
Decision Reference DRN-5140852
13 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5140852 Complaint Mr M and Ms M are unhappy that Nationwide Building Society didn’t reimburse them after they reported falling victim to fraud. Background In 2020, Mr M and Ms M were offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a... (4 pages)View decision -
Decision Reference DRN-5622893
13 Jun 2025 Porsche Cars Great Britain Limited UpheldInsuranceDRN-5622893 The complaint Mr R has complained about the way Porsche Cars Great Britain Limited have handled a claim on his Porsche Assistance product. What happened Following a claim Mr R raised several complaint points with Porsche. These included the following: • A compact premier sel... (3 pages)View decision -
Decision Reference DRN-5344780
13 Jun 2025 UK Credit Limited UpheldConsumer CreditDRN-5344780 The complaint Mr A has complained about a loan UK Credit Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In September 2018 Mr A applied for a £5,000 loan with UK Credit. The interest rate was fixed at 4... (3 pages)View decision -
Decision Reference DRN-5537911
13 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5537911 The complaint A complaint has been brought on behalf of Mrs T and is that Nationwide Building Society had said it would pay for the costs of appointing a deputy for her but didn’t do so and has provided poor service. What happened Mrs T is represented in this complaint by he... (3 pages)View decision
