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-6004458
20 Jan 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6004458 The complaint Mr M has complained that he was never told by BUPA Insurance Limited that he wasn’t covered for diabetes. What happened Mr M had a private medical insurance policy, underwritten by BUPA. He says he didn’t know he wasn’t covered for his diabetes and when he foun... (2 pages)View decision -
Decision Reference DRN-5891348
20 Jan 2026 Chubb European Group SE UpheldInsuranceDRN-5891348 The complaint Mr S is unhappy that Chubb European Group SE (Chubb) declined his mobile phone claim. He’s also unhappy with how the claim has been handled. What happened Mr S took out a mobile phone insurance policy in March 2025, underwritten by Chubb. The policy provides co... (3 pages)View decision -
Decision Reference DRN-5548083
20 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5548083 The complaint Mr and Mrs L complain about the information Aviva Life & Pensions UK Limited (“Aviva”) gave them when Mr L contacted Aviva in early 2024 to make partial withdrawals from their life insurance policy. They say Aviva failed to properly explain the impact that ... (3 pages)View decision -
Decision Reference DRN-6013971
20 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6013971 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money failed to monitor his account and didn’t intervene when his account behaviour showed signs of financial distress. He wants Virgin Money’s actions to be investigated to see if it breached the rules ... (4 pages)View decision -
Decision Reference DRN-5861521
20 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5861521 The complaint Mr B has complained that Lloyds Bank PLC unfairly defaulted his overdrawn account, and recorded this with the credit reference agencies. What happened Mr B had a student account with Lloyds, and in May 2021 it notified him that it would be transitioning to a gr... (2 pages)View decision -
Decision Reference DRN-5986332
20 Jan 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5986332 The complaint Mr P says Tesla Financial Services Limited (who I’ll call TFS) were unreasonable to pay parking fines on his behalf. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-5929349
20 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5929349 The complaint Mr J complains that Santander UK Plc failed to remove the dormancy block on his business bank accounts in a timely way. Having considered everything provided by both parties, I agree with the outcome that has been reached by the investigator. I’ll explain why. ... (5 pages)View decision -
Decision Reference DRN-5822865
20 Jan 2026 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5822865 The complaint Mr and Mrs B’s complaint is that The Mortgage Works (UK) Plc (TMW) unfairly declined their request to port (transfer) their buy-to-let (BTL) mortgage interest rate product onto a new mortgage on another property. As a result, Mr and Mrs B will have to pay an ea... (3 pages)View decision -
Decision Reference DRN-6058399
20 Jan 2026 MetLife Europe d.a.c. UpheldInsuranceDRN-6058399 The complaint Mrs N complains about the way MetLife Europe d.a.c. (MetLife) has handled the claim she has made under her personal accident insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr... (3 pages)View decision -
Decision Reference DRN-5944451
20 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5944451 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase (Chase) unfairly holds him liable for two charges on his account for higher amounts than he had agreed to pay, and that Chase decided to close his account. What happened Whilst in Dubai, Mr A says... (4 pages)View decision