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 384131 results
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Decision Reference DRN-5967583
21 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5967583 The complaint Mr L complained that INTACT INSURANCE UK LIMITED (“INTACT”) unfairly declined his claim for damage when a retaining wall at his property collapsed. INTACT were providing a home insurance policy. What happened Mr L made a claim when a retaining wall at his prope... (4 pages)View decision -
Decision Reference DRN-5338739
21 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5338739 The complaint Mr H complains that Nationwide Building Society unfairly closed his accounts. To resolve his complaint, he would like Nationwide to reverse its decision and apologise. What happened Mr H has lived outside the UK for many years, but retained his accounts with N... (3 pages)View decision -
Decision Reference DRN-5807235
21 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5807235 The complaint Mr D complains that 118 118 Money lent irresponsibly when it approved his credit card application and later increased the credit limit. Mr D also complains that 118 118 Money failed to recognise his vulnerabilities and that it treated him unfairly when he strug... (4 pages)View decision -
Decision Reference DRN-5898231
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5898231 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5873911
21 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5873911 The complaint Mr C, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2017 Mr C acquired a used car financed by a conditional ... (3 pages)View decision -
Decision Reference DRN-5813517
21 Nov 2025 American International Group UK Limited Not upheldInsuranceDRN-5813517 The complaint Mr H complains American International Group UK Limited (AIG) unfairly declined to settle his claim on his car hire excess insurance policy. AIG are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediar... (2 pages)View decision -
Decision Reference DRN-5967298
21 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5967298 The complaint Mr C complains about how he was spoken to during a call with Nationwide Building Society (Nationwide). What happened Mr C called Nationwide as he was having issues with his debit card and digital wallet on his phone. Ultimately the call was terminated by Natio... (2 pages)View decision -
Decision Reference DRN-5912639
21 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5912639 The complaint Mrs and Mr K complain about how Intact Insurance UK Limited (T/A RSA Insurance) settled a claim they made following the loss of luggage while travelling. What happened Mrs and Mr K have held a household insurance company with RSA for many years. This policy pr... (4 pages)View decision -
Decision Reference DRN-5948201
21 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5948201 The complaint Miss F complains that Go Car Credit Limited provided her with an unaffordable hire purchase agreement. What happened In May 2021 Go Car Credit provided Miss F with a hire purchase agreement. The agreement was for a capital amount of around £6,000 which represen... (5 pages)View decision -
Decision Reference DRN-5805313
21 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5805313 The complaint Miss A complains that Vanquis Bank Limited trading as Vanquis irresponsibly lent to her. What happened Miss A was approved for a Vanquis credit card in May 2019, with a £500 credit limit. Miss A says that this was irresponsibly lent to her. Miss A made a compla... (3 pages)View decision
