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 383089 results
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Decision Reference DRN-5893801
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5893801 The complaint Mrs G has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) blocked her debit card a number of times whilst she was overseas in 2023. Mrs G is unhappy with the level of support that NatWest offered her when she requested a new debit c... (4 pages)View decision -
Decision Reference DRN-5726872
14 Nov 2025 BUPA Insurance Limited UpheldInsuranceDRN-5726872 The complaint Mr R is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim and with how the claim had been handled. What happened Mr R has a group private medical insurance policy. BUPA is the underwriter. Mr R made a claim for a skin condi... (4 pages)View decision -
Decision Reference DRN-5657509
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5657509 The complaint Mr W complains that Advantage Insurance Company Limited’s approved repairer failed to adequately repair his car following an accident and claim on his motor insurance. What happened Mr W had an Advantage motor insurance policy. His car was damaged in an acciden... (3 pages)View decision -
Decision Reference DRN-5790735
14 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5790735 Complaint Mr M is unhappy that PayPal UK Ltd didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties and was set out in considerable detail in the Investigator’s view, so I don’t intend to set it o... (3 pages)View decision -
Decision Reference DRN-5952035
14 Nov 2025 Arval UK Limited UpheldConsumer CreditDRN-5952035 The complaint Mrs L complains that Arval UK Limited has asked her to repay an unfair amount to settle a regulated hire agreement after the car was written off by her insurer. What happened In April 2023, Mrs L entered into a regulated hire agreement with Arval for the hire o... (4 pages)View decision -
Decision Reference DRN-5878584
14 Nov 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5878584 The complaint Ms L complains that Shawbrook Bank Limited failed to action a withdrawal request she submitted thereby breaching her rights to manage her own funds. She requests the transaction to be completed and compensation of £3,000 to be paid. What happened On 12 March 20... (3 pages)View decision -
Decision Reference DRN-5953535
14 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5953535 The complaint Mr and Mrs H say that Shawbrook Bank Limited, have unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In April 2014, Mr and Mrs H purchased a timeshare membership from a timeshare provider (the ‘Supplie... (3 pages)View decision -
Decision Reference DRN-5875734
14 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5875734 The complaint Mr S complains about the quality of a car supplied to him by Advantage Finance Ltd (“Advantage”). What happened Mr S acquired a used car through a hire purchase agreement with Advantage in May 2024. The car was around seven years old when supplied and had cover... (3 pages)View decision -
Decision Reference DRN-5832222
14 Nov 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5832222 The complaint Mr G complained about the way Creation Consumer Finance Ltd (Creation) responded to a claim he made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened The events surrounding this complaint are well known to both parties, so I’ll only ... (4 pages)View decision -
Decision Reference DRN-5951612
14 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5951612 The complaint Mrs S is unhappy that Aviva Insurance Limited (Aviva) declined her private medical insurance claim. She’s also unhappy with how Aviva handled her claim. Mrs S is being represented on this complaint. For ease, I will refer only to Mrs S throughout this decision.... (7 pages)View decision
