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 369227 results
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Decision Reference DRN-5453417
1 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5453417 The complaint Mr O has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under a home insurance policy. References to AXA include companies acting on its behalf. What happened Mr O contacted AXA to make a claim for the loss of a bag that contained items in... (2 pages)View decision -
Decision Reference DRN-5507759
1 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5507759 The complaint Mr W complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in July 2017. Mr W acquired the car in 2018. In late... (5 pages)View decision -
Decision Reference DRN-5656746
1 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5656746 The complaint Miss W complains about how Santander UK Plc handled her recent Data Subject Access Request (DSAR). What happened Miss W requested a DSAR from Santander. Santander sent copies of all the personal information it said it held for Miss W. But, when the information ... (2 pages)View decision -
Decision Reference DRN-5626535
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626535 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In October 202... (3 pages)View decision -
Decision Reference DRN-5636369
1 Jul 2025 Premier Insurance Company Limited Not upheldInsuranceDRN-5636369 The complaint Mr A complains that Premier Insurance Company Limited declined a claim he made on his motor insurance policy in 2023 and that it has retained his car since then. What happened Mr A reported a claim for damage to his car to Premier in August 2023 and the car we... (2 pages)View decision -
Decision Reference DRN-5358542
1 Jul 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5358542 The complaint This complaint’s about a mortgage Miss T used to hold with Mortgage Agency Services Number Five Limited (hereafter referred to as MAS5). The complaint is comprised of four broad headings, which I summarise as follows 1. The interest rate applied between 2009 a... (4 pages)View decision -
Decision Reference DRN-5353453
1 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5353453 The complaint Ms M complains about the car she acquired from Motability Operations Limited (“Motability”) not being of satisfactory quality. What happened A new car was supplied to Ms M under a hire purchase agreement with Motability which was electronically signed for in Au... (4 pages)View decision -
Decision Reference DRN-5573492
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5573492 The complaint Mr V complains about how National Westminster Bank plc (‘NatWest’) handled his accounts when he was in prison. Mr V wants his loan balance written off and for defaults to be removed from his credit file. What happened Mr V is represented by Mrs C in this matt... (3 pages)View decision -
Decision Reference DRN-5501758
1 Jul 2025 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-5501758 The complaint Ms P complains that Secure Trust Bank Plc has incorrectly paid interest on her Individual Savings Account (ISA) to her, instead of adding it to the capital. What happened Ms P says she opened the two-year Secure Trust ISA account in January 2024 and was expecti... (2 pages)View decision -
Decision Reference DRN-5440879
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5440879 The complaint Ms D complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to her. Ms D is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (3 pages)View decision
