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 387322 results
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Decision Reference DRN-5752487
31 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5752487 The complaint Mr O has complained that a car he acquired on finance from Mercedes-Benz Financial Services UK Limited (‘MBFS’) wasn’t of satisfactory quality, and that this wasn’t handled properly. What happened On 15 December 2023, Mr O entered into a finance agreement with ... (3 pages)View decision -
Decision Reference DRN-6018445
31 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6018445 The complaint Mrs H complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined her claim for damage to her roof, and provided a poor standard of service, under her home buildings insurance policy. What happened Mrs H noticed rainwater entering through... (3 pages)View decision -
Decision Reference DRN-6050220
31 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6050220 The complaint Miss C complains about the customer service she’s received from Barclays Bank UK PLC trading as Barclaycard (‘Barclays’). What happened The background to this complaint is well known by both parties so what follows is a summary. Miss C makes several complaint... (2 pages)View decision -
Decision Reference DRN-5765308
31 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5765308 The complaint Mr A complained because MBNA Limited refused to refund transactions which took place after Mrs A’s card was stolen. What happened Mr A has an MBNA credit card. His wife Mrs A is an authorised user on the account, and she has a card on the account. On 22 Febru... (4 pages)View decision -
Decision Reference DRN-5631894
31 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5631894 The complaint Mr and Mrs G have complained about Nationwide Building Society not refunding several payments made and lost to an authorised push payment (APP) scam. Mr and Mrs G are represented by a professional representative by for ease I will refer to just the complainant... (4 pages)View decision -
Decision Reference DRN-5989446
31 Dec 2025 Covea Insurance plc Not upheldInsuranceDRN-5989446 The complaint Mr A complains Covea Insurance Plc unfairly settled his motor insurance claim on a proportionate basis. Mr A’s been represented for the complaint. For ease of reading I’ve referred to the representative’s actions and comments as being Mr A’s own. What happene... (3 pages)View decision -
Decision Reference DRN-5908776
31 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5908776 The complaint Mr F has complained about First Central Underwriting Limited trading as 1st Central Underwriting. He isn’t happy with the way it dealt with a claim under his motor insurance policy after he was involved in an accident. What happened Mr F was involved in an acci... (3 pages)View decision -
Decision Reference DRN-6050201
31 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6050201 The complaint Mr C and Miss R complain that Aviva Insurance Limited made an unfair claim decision when it declined to cover the damage to their property following a storm. What happened Following a storm towards the end of December 2024, Mr C and Miss R contacted Aviva to no... (4 pages)View decision -
Decision Reference DRN-6010974
31 Dec 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6010974 The complaint Miss T complains about the information given to her by Hutchison 3G UK Limited trading as 3 (‘Three’), when she took out a fixed sum loan to pay for a mobile telephone handset. Throughout her complaint, Miss T has been represented by a family member. But, for e... (4 pages)View decision -
Decision Reference DRN-5681782
31 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5681782 The complaint Mrs F and Mr F, with the assistance of their representative, have complained that AA Underwriting Insurance Company Limited has unfairly declined their claim, following an escape of water to their property. What happened A new policy was taken out with AA via a... (4 pages)View decision