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 381082 results
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Decision Reference DRN-5907999
27 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5907999 The complaint Mr D and his representative complain Watford Insurance Company Europe Limited (Watford Insurance) didn’t complete satisfactory repairs to Mr D’s car after he made a claim on his motor insurance policy. Reference to Mr D or his representative includes the other... (5 pages)View decision -
Decision Reference DRN-5677612
27 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5677612 The complaint Mr and Mrs W complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr W for ease. What happened Mr W moved into his house on 1 November 2024. O... (4 pages)View decision -
Decision Reference DRN-5744974
27 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5744974 The complaint Mr D complains that Vanquis Bank Limited trading as Vanquis Card irresponsibly lent to him. What happened Mr D was approved for a Vanquis credit card in July 2024, with a £1,200 credit limit. Mr D says this was lent irresponsibly to him, and he was a vulnerable... (3 pages)View decision -
Decision Reference DRN-5907192
27 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5907192 The complaint Mrs S is unhappy that Vitality Health Limited (Vitality) declined a claim under her private medical insurance policy. 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 eve... (5 pages)View decision -
Decision Reference DRN-5700788
27 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5700788 The complaint Mrs L has complained about how BMW Financial Services(GB) Limited (‘BMWFS’) behaved regarding her finance agreement, after she entered an Individual Voluntary Arrangement (‘IVA’). What happened Mrs L entered into a car finance agreement with BMWFS. But on 7 Aug... (2 pages)View decision -
Decision Reference DRN-5750957
27 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5750957 The complaint Ms S complains about the service Aviva Insurance Limited provided when it repaired her car after a claim made on her motor insurance policy. She wants it to cover the cost of further repairs, to refund her premiums whilst the repairs were delayed and to compens... (3 pages)View decision -
Decision Reference DRN-5907507
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5907507 The complaint Mr S is unhappy with how Santander UK Plc handled a chargeback for goods he bought using his debit card. What happened I issued my provisional findings to both parties setting out why I did not think Mr S’s complaint should be upheld and invited both parties t... (4 pages)View decision -
Decision Reference DRN-5769657
27 Oct 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5769657 The complaint Mr P complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr P was approved for a Zopa credit card in October 2022, with a £600 credit limit. Mr P says this was irresponsibly lent to him. Mr P made a complaint to Zopa, who did not uphold hi... (3 pages)View decision -
Decision Reference DRN-5854040
27 Oct 2025 Robinhood U.K. Ltd UpheldInvestmentsDRN-5854040 The complaint Mr R complains that Robinhood U.K. Ltd didn’t act on his instructions to urgently restrict his access to his share dealing account. He says the delay in implementing restrictions caused him emotional damage and he wants compensation of £25,000. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5536955
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5536955 The complaint Mr N has complained about the actions of National Westminster Bank Public Limited company (NatWest) after he was the victim of a scam. What happened My understanding of Mr N’s complaint is that he made the following payments as the result of a scam. Mr N has ... (3 pages)View decision
