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 381196 results
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Decision Reference DRN-5803064
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5803064 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her, and they didn’t consider information about her disability that she told them. What happened • In January 2024 Mrs M was approved for an Aqua credit card, with a credit limit of £450. • I... (5 pages)View decision -
Decision Reference DRN-5839994
25 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5839994 The complaint Mr G is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on his single trip ‘standard’ travel insurance policy (‘the policy’) after he required medical treatment whilst on holiday, abroad. All reference to IPA includes its agents. What hap... (5 pages)View decision -
Decision Reference DRN-5828640
25 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5828640 The complaint Mr and Mrs B are unhappy with the service they’ve received from Nationwide Building Society in relation to the Partnership Mortgage they took out several years ago. They don’t believe that Nationwide explained early enough that there were other options to repa... (4 pages)View decision -
Decision Reference DRN-5681663
25 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5681663 The complaint Mr R has complained that Liverpool Victoria Insurance Company Limited (LV) has unfairly requested the recovery of claim costs it paid to a third party. Mr R held a car insurance policy with LV. What happened In February 2023 Mr R allowed a relative who was unin... (3 pages)View decision -
Decision Reference DRN-5811562
25 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5811562 The complaint Miss C is unhappy with how INTACT INSURANCE LIMITED (INTACT) settled a claim made under her contents insurance policy. Any references to INTACT include its agents. What happened Miss C’s engagement ring was lost so she made a claim to INTACT. This was accepte... (3 pages)View decision -
Decision Reference DRN-5475951
25 Sep 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5475951 The complaint Mr S complains Trading 212 UK Limited (‘Trading 212’) caused his ISA transfer to be delayed. He says this caused him distress and Trading 212 ought to compensate him for that. What happened Mr S had a stocks and shares ISA with another provider (‘the other prov... (4 pages)View decision -
Decision Reference DRN-5596350
25 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5596350 The complaint Mr N complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of a crypto investment scam. Mr N is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll on... (4 pages)View decision -
Decision Reference DRN-5834593
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5834593 The complaint Mr P is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr P here. What happened Mr P saw an inves... (4 pages)View decision -
Decision Reference DRN-5610654
25 Sep 2025 Yoga Insurance Services Limited Not upheldInsuranceDRN-5610654 The complaint Mr and Mrs H complain Yoga Insurance Services Limited inappropriately referred their motor insurance claim to an Accident Management Company. What happened Yoga arranged a motor insurance policy for Mr H. It was provided by an insurer I will refer to as X. His... (3 pages)View decision -
Decision Reference DRN-5631370
25 Sep 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5631370 The complaint Mr and Mrs W complain that Kensington Mortgage Company Limited wouldn’t allow them to take a different interest rate product on their mortgage when a lower rate became available before completion. What happened Mr and Mrs W were buying a new property. Through a... (2 pages)View decision
