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-5768061
30 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5768061 The complaint Mr F complains about the balance of a fixed sum loan agreement with EE Limited. What happened In January 2025, Mr F contacted EE in response to an advertisement he’d seen about saving money by switching his mobile services. After talking to an advisor, Mr F too... (3 pages)View decision -
Decision Reference DRN-6004495
30 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-6004495 The complaint Mr H complains that Barclays Bank UK PLC unfairly added fees and charges to his mortgage when payments were missed. Mr H said he now faces legal action by Barclays, seeking to recover the balance of a mortgage which fell due in 2016. What happened Mr H has prev... (2 pages)View decision -
Decision Reference DRN-5988832
30 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5988832 The complaint Mr T complains that Aviva Insurance Limited has acted unfairly with the actions taken when settling a claim under his buildings insurance policy. What happened Mr T had an escape of water in his property in April 2022 and work has been ongoing since this point ... (5 pages)View decision -
Decision Reference DRN-6033459
30 Dec 2025 Zopa Bank Limited UpheldConsumer CreditDRN-6033459 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with ZOPA BANK LIMITED (Zopa). When I refer to what Mr B and Zopa said or did, it should also be taken to include things said or done on their behalf. What happened In Octob... (5 pages)View decision -
Decision Reference DRN-5962337
30 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-5962337 The complaint Mr C has complained that Chubb European Group SE (trading as Chubb) mis-handled a claim he made on a travel insurance policy and has declined to pay out on the claim. What happened Mr C was due to take a trip abroad in April 2025. However, he didn’t travel and... (3 pages)View decision -
Decision Reference DRN-5912511
30 Dec 2025 Quidie Limited UpheldConsumer CreditDRN-5912511 The complaint Miss H complains that Quidie Limited trading as Fernovo lent to her multiple times irresponsibly. What happened Loan Date taken Date repaid Highest monthly repayment (rounded) Loan Amount Number of instalments 1 07/05/2020 16/07/2020 £73 £1503 2 23/07/2020 25/0... (14 pages)View decision -
Decision Reference DRN-5976762
30 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5976762 The complaint Mr S complains that he was refused a Buy To Let mortgage for a rental property he owns, by Santander UK Plc. Mr S said he knew that his ex-wife’s circumstances were identical, but she’d been able to remortgage with Santander, so he didn’t think that was fair. W... (3 pages)View decision -
Decision Reference DRN-5811783
30 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5811783 The complaint Ms K has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy that it recorded a claim on her policy and about her increase in premiums. What happened Ms K contacted LV as she was considering making a claim under her insurance pol... (2 pages)View decision -
Decision Reference DRN-5970055
30 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5970055 The complaint Mr B has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy that it increased his premium after he took out his motor insurance policy. What happened Mr B took out his motor insurance policy with Admiral insurance. But when it looked to chec... (2 pages)View decision -
Decision Reference DRN-5863106
30 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5863106 The complaint Miss D complains about the quality of a vehicle that was supplied through a hire purchase agreement with Santander Consumer (UK) Plc (Santander). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional ... (6 pages)View decision