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-5850873
12 Nov 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5850873 The complaint Ms C complains about the way CIGNA Life Insurance Company of Europe SA-NV handled her medical assistance claim. What happened As both sides are familiar with this complaint and the investigator before me has already set out the background to it in some detail, ... (3 pages)View decision -
Decision Reference DRN-5651861
12 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5651861 The complaint Mr O, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In May 2023, Mr O acquired a used car financed by a conditional sal... (2 pages)View decision -
Decision Reference DRN-5944589
12 Nov 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5944589 The complaint Miss G is unhappy The Royal Bank of Scotland Plc (RBS) would not reinstate the payment plan for her personal loan. Miss G is also unhappy with RBS’s service. What happened I issued my provisional decision to both parties explaining why I thought Miss G’s compl... (7 pages)View decision -
Decision Reference DRN-5762362
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762362 The complaint Mr G complains Bank of Scotland plc trading as Halifax acted unfairly by not refunding payments he made using his debit card. What happened Mr G says between January 2023 and February 2024 he paid a company, I’ll refer to as “D”, around £23,700, across four pa... (4 pages)View decision -
Decision Reference DRN-5943416
12 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5943416 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the CCA. What happened Mr and Mrs C were the members of a timeshare provider (the ‘Suppli... (3 pages)View decision -
Decision Reference DRN-5888332
12 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5888332 The complaint Mr B and Mrs A complain about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a home insurance claim they made. Mrs A has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any a... (3 pages)View decision -
Decision Reference DRN-5929306
12 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5929306 The complaint Mr S complains about problems with the service U K Insurance Limited trading as Direct Line (“UKI”) gave him during a claim under his car insurance policy. What happened Mr S had a motor insurance policy from UKI covering his car. In late September 2024 Mr S wa... (3 pages)View decision -
Decision Reference DRN-5729027
12 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5729027 The complaint Miss S complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Miss S was approved for a Barclaycard in August 2023, with a £2,550 credit limit. Miss S says this was irresponsibly lent to her. Miss S made a complaint ... (3 pages)View decision -
Decision Reference DRN-5928626
12 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5928626 The complaint Mr A and Ms T complain about how Liverpool Victoria Insurance Company Limited (“LV”) dealt with an escape of water claim on their home insurance policy. Mr A and Ms T are joint policyholders. As most of the communication relating to their claim and complaint h... (6 pages)View decision -
Decision Reference DRN-5915570
12 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5915570 The complaint Mr H complains about U K Insurance Limited (“UKI”) and the condition of his car after it was returned to him following repair work they were responsible for. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend ... (4 pages)View decision
