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-5660911
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5660911 The complaint Ms M complains about how U K Insurance Limited (UKI) handled a claim under a motor insurance policy covering a vehicle leased under the Motability Scheme. Ms M was a carer for the lessee of the vehicle (her mother, who was disabled). The vehicle sustained damag... (3 pages)View decision -
Decision Reference DRN-5872416
27 Oct 2025 Wakam UK Limited UpheldInsuranceDRN-5872416 The complaint Mr B complains that Wakam UK Ltd have declined his claim following the theft of his car. What happened In December 2023 Mr B made a claim after his car was stolen from outside his daughter’s house during the night. Wakam rejected the claim saying that the fro... (3 pages)View decision -
Decision Reference DRN-5816152
27 Oct 2025 Saga Services Limited UpheldInsuranceDRN-5816152 The complaint Mr F complains about Saga Services Limited (“Saga”) and their referral of his claim to an accident management company. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in detail.... (4 pages)View decision -
Decision Reference DRN-5776593
27 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5776593 The complaint Mr K complains about the actions of Bank of Scotland plc regarding the repossession and sale of his property. He believes they failed to secure a fair market value breaching their duty to act in good faith and obtain the best price reasonably available. What ha... (3 pages)View decision -
Decision Reference DRN-5837266
27 Oct 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5837266 The complaint Mrs F complains that ReAssure Limited has failed to account to her for the proceeds of a pension policy she held with it. What happened Mrs F had a pension policy with ReAssure Limited. The policy was initially taken out with Legal & General in or about 198... (3 pages)View decision -
Decision Reference DRN-5683358
27 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5683358 The complaint Mr and Mrs C complained that Advantage Insurance Company Limited (“Advantage”) unfairly declined a claim for a damaged tv, under their home contents insurance policy. I’ll refer to Mr C for ease. References to Advantage include its agents. What happened Mr C sa... (3 pages)View decision -
Decision Reference DRN-5906936
27 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5906936 The complaint Miss M says Nationwide Building Society, (‘Nationwide’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card, and the card had a strong negative impact on her financial wellbei... (3 pages)View decision -
Decision Reference DRN-5880161
27 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5880161 The complaint Mr S and Mrs T complain that The Royal London Mutual Insurance Society Limited has turned down a critical illness claim they made on a joint personal protection insurance policy. What happened The background to this complaint is well-known to both parties. So I... (5 pages)View decision -
Decision Reference DRN-5898386
27 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5898386 The complaint Ms M complains about the way Vanquis Bank Limited has administered her credit card account. What happened In 2023, Ms M complained to Vanquis that she was unable to use her credit card in shops. Vanquis responded to that complaint and explained the card had a f... (4 pages)View decision -
Decision Reference DRN-5719709
27 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5719709 The complaint Mrs S and Mr S are unhappy with the way Admiral Insurance (Gibraltar) Limited handled issues they encountered following a vehicle repair. What happened In August 2024 Mr S was involved in a vehicle accident. He reported this to Admiral, and they arranged for t... (2 pages)View decision
