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-5799905
11 Nov 2025 Amtrust International Underwriters DAC UpheldInsuranceDRN-5799905 The complaint Mr D has complained that Amtrust International Underwriters DAC (Amtrust) has mishandled a claim he made under his Build-Zone Structural Warranty. What happened Mr D’s property is covered by a Build-Zone Structural Warranty Policy underwritten by Amtrust. Mr D ... (4 pages)View decision -
Decision Reference DRN-5894406
11 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5894406 The complaint Mrs D has complained that Aviva Insurance Limited unfairly and unreasonably refused to deal with her claim under her mobile phone insurance policy when her mobile phone was stolen. What happened Mrs D said that on 27 December 2024, she was walking on the stree... (4 pages)View decision -
Decision Reference DRN-5748870
11 Nov 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5748870 The complaint Mr O says FirstRand Bank Limited trading as Motonovo Finance, irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car, and a related personal loan. He ... (5 pages)View decision -
Decision Reference DRN-5884495
11 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5884495 The complaint Mr and Mrs B complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) blocked their accounts unfairly and without notice and they want more compensation for its admitted poor service in connection with this matter. What happened NatWest place... (4 pages)View decision -
Decision Reference DRN-5648760
11 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5648760 The complaint Mr H has complained that Clydesdale Bank Plc (trading as Virgin Money) won’t refund the money which he explained he lost in a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relati... (3 pages)View decision -
Decision Reference DRN-5942385
11 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5942385 The complaint Mr and Mrs D complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs D purchased membership of a t... (3 pages)View decision -
Decision Reference DRN-5937913
11 Nov 2025 United Trust Bank Limited Not upheldBanking and PaymentsDRN-5937913 The complaint This complaint is about a commercial loan taken out in 2022 by a company I’ll refer to as BR, with United Trust Bank Limited (UTB) to fund a building project. In essence, there are two broad strands to the complaint, which is brought by the company’s director, ... (4 pages)View decision -
Decision Reference DRN-5732568
11 Nov 2025 One Sure Insurance Limited Not upheldInsuranceDRN-5732568 The complaint Mr V is unhappy with the service his broker, One Sure Insurance Limited, has provided. He doesn’t think it has found him the cheapest policy over the last 3 or 4 years. What happened Mr V used One Sure as a broker for several years to find him an appropriate in... (2 pages)View decision -
Decision Reference DRN-5912743
11 Nov 2025 Propel Finance Plc Not upheldConsumer CreditDRN-5912743 The complaint Mr B, a sole trader, trading as Company G, complains that when he took out a Hire Purchase (HP) agreement with Propel Finance (Propel) it didn’t offer him the best option available and incorrectly charged VAT. He would like the potential for misrepresentation t... (2 pages)View decision -
Decision Reference DRN-5851888
11 Nov 2025 Arval UK Limited Not upheldConsumer CreditDRN-5851888 The complaint Mr R complains that Arval UK Limited (Arval) didn’t accept his request to renew his road tax early. It also issued an invoice for the full amount when Mr R’s agreement was for monthly payments and included VAT which he feels is Arval’s responsibility. Mr R has... (2 pages)View decision
