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 374385 results
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Decision Reference DRN-5669669
8 Jul 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5669669 The complaint Mr R complains about the settlement that Watford Insurance Company Europe Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr R’s car was stolen and not recovered, and he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5651209
8 Jul 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5651209 The complaint Mr F complains Sainsbury’s Bank Plc (Sainsbury’s) unfairly cancelled his motor insurance policy. What happened Mr F took out a new motor insurance policy through Sainsbury’s. In his application for a policy he declared nine years no claims discount (NCD). Sain... (2 pages)View decision -
Decision Reference DRN-5647800
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5647800 The complaint Mr L complained about what happened during and after a phone call with one of Nationwide Building Society’ s call handlers. He feels that his character has been damaged and he’d like compensation. What happened Briefly, Mr L phoned Nationwide to complain about... (3 pages)View decision -
Decision Reference DRN-5580092
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5580092 The complaint Miss B complains that National Westminster Bank Public Limited Company (NatWest) gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. Miss B also says NatWest acted unfairly when it continued to apply charges to her overdraf... (6 pages)View decision -
Decision Reference DRN-5494482
8 Jul 2025 Hippo Vehicle Solutions Limited Not upheldConsumer CreditDRN-5494482 The complaint Ms S complains that Hippo Vehicle Solutions Limited (which I’ll call HMF”) did not arrange for the delivery of a car when it said it would. As a result, she has incurred costs of hiring a car and taxi fares. What happened On 18 January 2024 Ms S placed an order... (2 pages)View decision -
Decision Reference DRN-5579402
8 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5579402 The complaint Mrs S has complained about HSBC UK Bank Plc holding her liable for a debt which was taken out as part of a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency ... (2 pages)View decision -
Decision Reference DRN-5679524
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5679524 The complaint Miss M complains Nationwide Building Society has caused her significant distress and harm as a result of errors it has made and the way it’s handled her complaint. What happened Miss M attempted to open a flex account with Nationwide on 25 March 2024. She tried... (3 pages)View decision -
Decision Reference DRN-5604427
8 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5604427 The complaint Miss K has complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered to settle a claim she made on her home insurance policy. Reference to RSA includes its agents and representatives. What happened The circumstances aren’t in disp... (4 pages)View decision -
Decision Reference DRN-5677872
8 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5677872 The complaint Mr and Mrs P complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (19 pages)View decision -
Decision Reference DRN-5571667
8 Jul 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5571667 The complaint Mr W complains about the level of service provided by Hastings Insurance Services Limited when he tried to transfer No Claims Discount (NCD) years from another motor insurance policy. He said this had affected his policy premium. What happened Mr W had one car... (3 pages)View decision
