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 382297 results
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Decision Reference DRN-5809094
7 Nov 2025 Chubb European Group SE Not upheldInsuranceDRN-5809094 The complaint Miss R complains that Chubb European Group SE trading as Chubb declined her travel insurance claim. My references to Chubb include its agents. What happened Miss R’s international flight from the UK was delayed then cancelled due to a fire causing a power outa... (3 pages)View decision -
Decision Reference DRN-5619443
7 Nov 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5619443 The complaint Mr L, through his representative, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn lent to him irresponsibly by approving a credit agreement for him to use to purchase a vehicle. Mr L’s representative has said that Mr L was not treated with forbearanc... (4 pages)View decision -
Decision Reference DRN-5907886
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5907886 The complaint Mrs A complains Santander UK Plc allowed a withdraw without her authority from a joint account, despite both parties signing a mandate requiring them both to sign for withdrawals. What happened I sent the parties a provisional decision in October 2025, in which... (2 pages)View decision -
Decision Reference DRN-5735269
7 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5735269 The complaint Miss J complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and all negative information removed from her credit file. What happened Miss J was provided with a... (3 pages)View decision -
Decision Reference DRN-5782083
7 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5782083 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax made significant changes to her mortgage, which could have affected her rights in the property, without asking her first. Mrs S said she could have lost her home if she hadn’t made Halifax put things ... (4 pages)View decision -
Decision Reference DRN-5903874
7 Nov 2025 Arch Insurance (UK) Limited UpheldInsuranceDRN-5903874 The complaint Mr B and Ms M have complained about their home insurer Arch Insurance (UK) Limited regarding trouble they had with alternative accommodation in the first five weeks of their water damage claim. Ms M has mainly dealt with the claim and complaint. So, for ease o... (3 pages)View decision -
Decision Reference DRN-5654269
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5654269 The complaint Miss R complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail... (3 pages)View decision -
Decision Reference DRN-5670610
7 Nov 2025 A-Plan Holdings Not upheldInsuranceDRN-5670610 The complaint Mr L’s complaint is about A-PLAN HOLDINGS trading as Howden’s sale of a commercial motor insurance policy. What happened Mr L took out a commercial motor insurance policy through Howden in 2023 for his work van. The cover included additional optional legal expe... (4 pages)View decision -
Decision Reference DRN-5931390
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931390 The complaint Mr U complaints that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases he couldn’t afford to repay. What happened In March 2024 Aqua gave Mr U a credit card with a limit of £1,200. This was increased to £2,450 in July 2024 and it ... (4 pages)View decision -
Decision Reference DRN-5718322
7 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5718322 The complaint Miss D and Mrs D complain about how Advantage Insurance Company Limited (“Advantage”) cancelled their motor insurance policy when it received new information about Mrs D’s claims history. What happened Miss D had a car insurance policy with Advantage. She arran... (4 pages)View decision
