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 382298 results
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Decision Reference DRN-5945255
12 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5945255 The complaint Mr L has complained about Aviva Insurance Limited’s decision to decline part of his claim under his Mini-fleet insurance policy. What happened Mr L made a claim under the abovementioned policy following the theft of a flat-bed lorry, a livestock container and ... (5 pages)View decision -
Decision Reference DRN-5931512
12 Nov 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5931512 The complaint Mrs B complained about end of contract charges for a car supplied on finance by LeasePlan UK Limited. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise, LeasePlan su... (4 pages)View decision -
Decision Reference DRN-5745039
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5745039 The complaint Mr R complains that two loans made to him by National Westminster Bank plc were unaffordable for him and that it was irresponsible for it to have lent to him. What happened Mr R entered into a fixed sum loan agreement with NatWest in November 2022 for a loan of... (3 pages)View decision -
Decision Reference DRN-5861154
12 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5861154 The complaint Mr B complained about the way Capital One (Europe) plc dealt with a claim for money back for a cooker he bought using his credit card. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened brie... (4 pages)View decision -
Decision Reference DRN-5879614
12 Nov 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5879614 The complaint Mr N complains about the level of service and communication he received from Zopa Bank Limited in relation to a personal loan. What happened In January 2022, Mr N successfully applied for a personal loan with Zopa. The loan was for £2,500 to be repaid over a pe... (3 pages)View decision -
Decision Reference DRN-5677198
12 Nov 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5677198 The complaint A limited company, which I will refer to as T, complains about the handling and settlement of its business interruption insurance claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only... (3 pages)View decision -
Decision Reference DRN-5892191
12 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5892191 The complaint Mrs and Mr H’s complaint relates to a loan they took out in 2014. They say, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5946650
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5946650 The complaint Mr G complains Santander UK Plc have recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Mr G made a loan application to Santander in July 2024. Santander declined that application and registered a Cifas... (2 pages)View decision -
Decision Reference DRN-5943903
12 Nov 2025 QBE Europe SA/NV UpheldInsuranceDRN-5943903 The complaint 1 complains that QBE Europe SA/NV, has unfairly settled a claim made on its commercial insurance policy. 1 feels the valuation placed on some of the items stolen is not fair and QBE should increase this. What happened 1 has a Contractors All Risks insurance pol... (6 pages)View decision -
Decision Reference DRN-5865060
12 Nov 2025 Aldermore Bank Plc UpheldMortgagesDRN-5865060 The complaint Mr A and Mrs B complain that Aldermore sent them arrears letters and recorded late payments on their credit file despite them making payments in full. Mr A and Mrs B ask that Aldermore removes all incorrectly reported missed payments, apologises, reviews its co... (3 pages)View decision
