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 381082 results
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Decision Reference DRN-5742539
29 Oct 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5742539 The complaint Mr H complains that Assurant General Insurance Limited declined a claim he made under his mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstan... (2 pages)View decision -
Decision Reference DRN-5912949
29 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5912949 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happe... (2 pages)View decision -
Decision Reference DRN-5822641
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5822641 The complaint Mrs W complains Barclays Bank UK PLC (Barclays) shouldn’t have increased the limit on her credit card account. What happened Mrs W says Barclays approved an increase in her credit card limit from £3,500 to £4,500 in August 2019, at a time when she was only maki... (3 pages)View decision -
Decision Reference DRN-5288126
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5288126 The complaint L, a company, complains that Bank of Scotland Plc (trading as Halifax) won’t refund them for funds fraudulently paid into a Halifax account. They’d like the money reimbursed. What happened The facts of this case are well known to both parties, and largely not ... (3 pages)View decision -
Decision Reference DRN-5794143
29 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5794143 The complaint The estate of Mrs D complains that Legal and General Assurance Limited have declined a claim made on Mrs D’s life insurance policy. What happened The estate of Mrs D claimed on her life insurance policy following her death. Legal and General declined the claim... (3 pages)View decision -
Decision Reference DRN-5746970
29 Oct 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5746970 The complaint Miss B complains that Lendable Ltd trading as Zable (Lendable) irresponsibly gave her a credit card account that she couldn’t afford. What happened Around June 2024 Miss B applied for a revolving credit facility (credit card) with Lendable. Her application was ... (4 pages)View decision -
Decision Reference DRN-5889433
29 Oct 2025 ST. JAMES'S PLACE UK PLC Not upheldInsuranceDRN-5889433 The complaint Mr D is unhappy with the way in which ST. JAMES'S PLACE UK PLC (‘SJP’) handled a claim he made on his income replacement policy. What happened Mr D needed to make a claim on his income replacement policy. He complained about a number of issues associated w... (3 pages)View decision -
Decision Reference DRN-5910120
29 Oct 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5910120 The complaint Mr W has complained that HCC International Insurance Company Plc (HCC) hasn’t provided a fair settlement for a claim he made under his caravan insurance policy. All reference to the insurer HCC in my decision includes its agents. What happened Mr W reported wat... (4 pages)View decision -
Decision Reference DRN-5726911
29 Oct 2025 Wakam Not upheldInsuranceDRN-5726911 The complaint Mr M complains about the price Wakam charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • In 2023, Mr M took out a pet insurance policy for his dog, underwritten by Wakam. It was sold an... (2 pages)View decision -
Decision Reference DRN-5704000
29 Oct 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5704000 The complaint Mr C complains about the price Pinnacle Insurance Limited charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • In 2014, Mr C took out a pet insurance policy for his dog, through another ... (2 pages)View decision
