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 380824 results
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Decision Reference DRN-5820444
24 Sep 2025 Mortgage Advice Bureau Limited UpheldInsuranceDRN-5820444 The complaint Mr and Mrs S complain that an appointed representative (AR) of Mortgage Advice Bureau Limited (MAB) unreasonably delayed their application for personal protection insurance, including critical illness cover. This meant that Mr S didn’t have critical illness cov... (7 pages)View decision -
Decision Reference DRN-5837793
24 Sep 2025 Saga Services Limited Not upheldInsuranceDRN-5837793 The complaint Mr M is unhappy with the service provided by Saga Services Limited trading as Saga (Saga) following a claim made under his car insurance policy sold by Saga. What happened Mr M purchased a car policy through Saga acting as the broker for the policy. Throughou... (2 pages)View decision -
Decision Reference DRN-5708767
24 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5708767 The complaint Miss M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with two personal loans. What happened In July 2023, Miss M applied for a loan with MCB. They lent her £2,000 over a two-y... (4 pages)View decision -
Decision Reference DRN-5805989
24 Sep 2025 ReAssure Limited UpheldInsuranceDRN-5805989 The complaint Mr W complains about how ReAssure Limited have administered a whole of life policy he holds with them. He’s unhappy with the outcome of a policy review and thinks the proposed changes are disproportionate. What happened Mr W has held the reviewable whole of lif... (3 pages)View decision -
Decision Reference DRN-5395789
24 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5395789 The complaint Miss B complaints that Western Union Payment Services GB Limited (WU) won’t refund the money she lost as the result of an authorised push payment (APP) scam. What happened As the parties are familiar with the details of the scam, I won’t repeat them here in ful... (3 pages)View decision -
Decision Reference DRN-5736106
24 Sep 2025 Family Assurance Friendly Society Limited Not upheldInsuranceDRN-5736106 The complaint Mr D complains that Family Assurance Friendly Society Limited, trading as OneFamily, treated him unfairly when it cancelled his Life Cover Policy. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview he... (4 pages)View decision -
Decision Reference DRN-5570382
24 Sep 2025 Klarna Bank AB (publ) Not upheldConsumer CreditDRN-5570382 The complaint Miss M complains that Klarna Bank AB (publ) irresponsibly provided her with a loan. What happened In May 2023, Miss M was accepted for a £5,000 loan, to fund a purchase. She says at the time, she was a student and only working part-time. And in addition to thi... (3 pages)View decision -
Decision Reference DRN-5837686
24 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5837686 The complaint Mrs S is unhappy with the decision by The National Farmers' Union Mutual Insurance Society Limited (NFU) following a claim made on her home insurance policy. NFU is the underwriter of this policy. NFU has accepted it is accountable for the actions of agen... (4 pages)View decision -
Decision Reference DRN-5623459
24 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5623459 The complaint Mr S complains that First Central Underwriting Limited (“First Central”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2015. Mr S acquired the car... (3 pages)View decision -
Decision Reference DRN-5606925
24 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5606925 The complaint Mr A complains about how Bank of Scotland plc trading as Halifax (“Halifax”) dealt with a chargeback claim. What happened Mr A booked a holiday using his credit card. The price was a non-refundable price. Mr A said he had booked it in error. He couldn’t get ho... (3 pages)View decision
