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 366874 results
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Decision Reference DRN-5473565
10 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5473565 The complaint Mrs O is unhappy with how AXA PPP Healthcare Limited (AXA) has handled her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mrs ... (2 pages)View decision -
Decision Reference DRN-5343852
10 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5343852 The complaint Miss G complains Nationwide Building Society (NBS) unfairly blocked and then closed her bank account without notification. What happened Miss G says her bank account was blocked and then closed by NBS without justification or any formal notification, which caus... (2 pages)View decision -
Decision Reference DRN-5427609
10 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5427609 The complaint Mr W complains that UK Insurance Limited trading as Direct Line (UKI) didn’t cancel his breakdown policy when he asked them to and provided poor customer service following him noticing and asking again for cancellation. What happened In August 2023 Mr W change... (2 pages)View decision -
Decision Reference DRN-4908019
10 Apr 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4908019 The complaint Mr E complains J.P. Morgan Europe Limited trading as Chase did not immediately refund transactions made from his account which he says he did not authorise. What happened Mr E says his card was stolen in the early hours of 2 March 2024. Following this, several... (3 pages)View decision -
Decision Reference DRN-5247063
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5247063 The complaint Mr N, through his representative, complains that Lloyds Bank PLC lent to him when he could not afford it. Lloyds approved a credit card for Mr N on 22 March 2018 with a credit limit of £1,000. What happened The card was approved for Mr N in March 2018 with a £... (3 pages)View decision -
Decision Reference DRN-5387216
10 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5387216 The complaint Mr & Mrs B complain that Covea Insurance plc (“Covea”) wouldn’t pay for flood prevention measures to be fitted following them claiming for flooding in their cellar under their home insurance policy. What happened Mr & Mrs B had a home insurance policy w... (4 pages)View decision -
Decision Reference DRN-5462232
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5462232 The complaint Mr S has complained that Admiral Insurance (Gibraltar) Limited unreasonably held him at fault under his motor policy following an accident. This has also increased the cost of his premiums making it unaffordable to insure his car. What happened Mr S was involv... (3 pages)View decision -
Decision Reference DRN-5373323
10 Apr 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5373323 The complaint Mr T complains about how Hastings Insurance Services Limited trading as Hastings Direct (Hastings Direct) dealt with a proposed cancellation of his policy and refunds due. References to Hastings Direct in this decision include their agents. Mr T was supported... (5 pages)View decision -
Decision Reference DRN-5473273
10 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5473273 The complaint Miss R complains that CA AUTO FINANCE UK Ltd (CAAF) acted irresponsibly in agreeing to lend to her. What happened In August 2023 Miss R acquired a car when she entered into a Personal Contract Purchase (PCP) agreement, a type of hire purchase agreement with CAA... (4 pages)View decision -
Decision Reference DRN-5032826
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5032826 The complaint Mr I and Mrs K complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded the money they lost to what they believe was a scam. What happened In January 2024 Mr I and Mrs K paid £1,000 to a contractor – which I’ll call T – as a de... (3 pages)View decision
