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-5735236
10 Nov 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5735236 The complaint Mr A complained that a car he acquired, using finance from Zopa Bank Limited, wasn’t of satisfactory quality. What happened On 1 May 2024, Mr A entered into a finance agreement with Zopa for a used car. But in the June, he reported issues with the car, and the ... (3 pages)View decision -
Decision Reference DRN-5859013
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5859013 The complaint Mrs H’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs H says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (3 pages)View decision -
Decision Reference DRN-5779444
10 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5779444 The complaint Mr and Mrs N complain that an appointed representative of Openwork Limited mis-sold them a mortgage. In particular, they’re unhappy that it recommended a two year fixed rate rather than a five year fixed rate, and they’re unhappy about the length of the mortgag... (5 pages)View decision -
Decision Reference DRN-5856958
10 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5856958 The complaint Mr and Mrs K are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their single trip travel insurance policy (‘the policy’) for medical costs incurred in connection with Mr K’s hospital treatment abroad. All reference to IPA includes its ... (2 pages)View decision -
Decision Reference DRN-5897594
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5897594 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax has not paid her the balance shown in a rediscovered passbook. What happened Mrs B found a Halifax passbook in 2025. The passbook showed a credit balance of £488.61. She asked Halifax to explain what... (3 pages)View decision -
Decision Reference DRN-5741756
10 Nov 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5741756 The complaint Mr F says Metro Bank PLC (trading as RateSetter) irresponsibly lent to him. What happened Mr F took out a loan from RateSetter on 16 August 2022. It was for £8,000 with a £568.80 fee over 24 months. The monthly repayments were £380.78. Mr F says RateSetter fai... (2 pages)View decision -
Decision Reference DRN-5760100
10 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5760100 The complaint Mr B complains that Santander UK Plc allowed his ex-partner to take out a new preferential interest rate product for their joint mortgage without his consent. What happened Mr B has a joint mortgage with his ex-partner. His ex-partner lives in the property and ... (2 pages)View decision -
Decision Reference DRN-5732664
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732664 The complaint Mrs W says Admiral Insurance (Gibraltar) Limited wrongly held her at fault for an accident and wrote off her car after she reported a potential claim on her motor insurance policy. What happened Mrs W’s car was damaged when emerging from a side road onto a mai... (2 pages)View decision -
Decision Reference DRN-5865787
10 Nov 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5865787 The complaint Mr and Mrs A complain about the way that Landmark Mortgages Limited has administered their mortgage. What happened In 2000, Mr and Mrs A took out a mortgage with Northern Rock for £102,000 on a repayment basis over 25 years. In 2003, they took out a secured loa... (3 pages)View decision -
Decision Reference DRN-5939182
10 Nov 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5939182 The complaint Ms C and Mr H are unhappy with many aspects of how their claim was managed by AA Underwriting Insurance Company Limited (“AA”) under their home insurance policy. For ease and simplicity, I’ll mainly refer to Mr H in my decision as he has been the main point of ... (4 pages)View decision
