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-5943851
12 Nov 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5943851 The complaint Mrs N has complained about the way Telefonica UK Limited trading as O2 (“O2”) treated her after a fixed sum loan agreement was taken out to buy a device. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everyth... (3 pages)View decision -
Decision Reference DRN-5719602
12 Nov 2025 Inspop.com Ltd Not upheldInsuranceDRN-5719602 The complaint Mr K complains that Inspop.com Ltd trading as Confused.com (“Inspop”) said it wouldn’t let him use its website or be able to access rewards he’d earned. What happened Mr K used Inspop’s website to obtain quotes for and buy insurance. Inspop blocked his account ... (2 pages)View decision -
Decision Reference DRN-5928454
12 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5928454 The complaint Mr P complains that Aviva Life & Pensions UK Limited didn’t apply some contributions to his pension plan despite the contributions having been paid to Aviva. What happened Mr P’s complaint was considered by one of our investigators. He sent his original as... (3 pages)View decision -
Decision Reference DRN-5710843
12 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5710843 The complaint Mr S complained that esure Insurance Limited (“esure”) didn’t repair his car fully following an accident claim, under his motor insurance policy. What happened Mr S was involved in a collision in September 2024 when driving. esure arranged for the repairs under... (3 pages)View decision -
Decision Reference DRN-5760174
12 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5760174 The complaint Mr M is unhappy with Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’) for declining his Section 75 claim, made under the Consumer Credit Act 1974. What happened At the end of July 2024 Mr M purchased a watch for £9,200 from a special... (3 pages)View decision -
Decision Reference DRN-5944448
12 Nov 2025 Countrywide Assured Plc Not upheldInsuranceDRN-5944448 The complaint Mr and Mrs T complain how Countrywide Assured Plc (Countrywide) administered their reviewable whole of life (RWOL) assurance policy, and it not providing them with information about the policy they requested. What happened Mr and Mrs T took out a RWOL policy i... (5 pages)View decision -
Decision Reference DRN-5940585
12 Nov 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5940585 The complaint Mr and Mrs B complain because Great Lakes Insurance UK Limited (‘Great Lakes) cancelled their travel insurance policy. All references to Great Lakes include the agents appointed to administer the policy and deal with complaints on its behalf. What happened Mr a... (4 pages)View decision -
Decision Reference DRN-5944406
12 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5944406 The complaint Mr D complains that HSBC UK Bank Plc won’t refund him the amount he lost as the result of a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. ... (7 pages)View decision -
Decision Reference DRN-5894813
11 Nov 2025 Black Horse Limited UpheldConsumer CreditDRN-5894813 The complaint Miss H complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss H under a hire purchase agreement with Black Horse that she signed in Jun... (3 pages)View decision -
Decision Reference DRN-5864844
11 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5864844 The complaint Mr M complains that American Express Services Europe Limited trading as American Express (AESEL) declined his chargeback claim. What happened Mr M made a booking with an online booking platform (Love Holidays) for a hotel and flights reservation and paid using ... (2 pages)View decision
