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-6041057
24 Dec 2025 Society of Lloyd's Not upheldInsuranceDRN-6041057 The complaint Mr and Mrs R have complained that Society of Lloyd’s (“SOL”) unfairly declined a claim made under their building warranty. What happened Mr and Mrs R bought a property within a listed building in November 2021. Within weeks of moving in, they discovered damp an... (3 pages)View decision -
Decision Reference DRN-6005837
24 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6005837 The complaint Mr K has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under his home insurance policy. References to Aviva include companies acting on its behalf. What happened Mr K made a claim for storm damage. Aviva sent a supplier to assess the... (3 pages)View decision -
Decision Reference DRN-6005131
24 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-6005131 The complaint Mr F complained about the settlement esure Insurance Limited (“esure”) offered following damage caused to his garage and a wall, under his home buildings insurance policy. What happened A car collided with a wall and garage at the rear of Mr F’s home causing da... (3 pages)View decision -
Decision Reference DRN-5706011
24 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706011 The complaint Mr D complains Santander UK Plc unfairly closed his credit card account and provided poor service. 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. Mr... (4 pages)View decision -
Decision Reference DRN-5995762
24 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5995762 The complaint Mr W complains Starling Bank Limited (“Starling”) declined his application for an Easy Saver account and gave him conflicting explanations as to why. To put things right, Mr W wants a proper explanation and compensation for the distress and inconvenience he’s b... (3 pages)View decision -
Decision Reference DRN-5940857
24 Dec 2025 Freetrade Limited Not upheldBanking and PaymentsDRN-5940857 The complaint Mr N complains Freetrade Limited unfairly closed his trading account, and this resulted in a financial loss and inconvenience. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr N he... (3 pages)View decision -
Decision Reference DRN-5956584
24 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5956584 The complaint X complains J.P. Morgan Europe Limited, trading as Chase, closed his current account following an application for a credit card being declined. X is also unhappy that his current account was restricted during the two months’ notice period. What happened The det... (2 pages)View decision -
Decision Reference DRN-6000111
24 Dec 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-6000111 The complaint With the help of a professional representative (PR) Mr D complained that Advantage Finance Ltd lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr D. What happened On 16 September 2014, Mr D applied for – and accepted ... (4 pages)View decision -
Decision Reference DRN-6005823
24 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6005823 The complaint Mr B has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under his home Contents insurance policy. What happened In December 2024, Mr B made a claim for spoiled food in his freezer. LV settled the claim. In March 202... (3 pages)View decision -
Decision Reference DRN-5215663
24 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5215663 The complaint Mr K’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying... (7 pages)View decision