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 384133 results
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Decision Reference DRN-5852762
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5852762 The complaint Mr and Mrs R have complained about their home insurer, U K Insurance Limited, regarding a claim they made in May 2025 when water came through their kitchen ceiling. Mrs R is the policyholder. For ease of reading I’ll refer to her only in the body of my decisio... (3 pages)View decision -
Decision Reference DRN-5978802
2 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5978802 Complaint Miss S has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Gain Credit LLC (trading as “Lending Stream”). She says that Lending Stream should not have provided her with these loans as they were unaffordable. Background Thi... (4 pages)View decision -
Decision Reference DRN-5829771
2 Dec 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5829771 The complaint Mr A has complained about his motor warranty provider Fortegra Europe Insurance Company Ltd, he thinks it neglected to repair damage he had claimed for and that it also caused damage to the car. What happened After driving over a pothole, Mr A noted damage on ... (3 pages)View decision -
Decision Reference DRN-5786189
2 Dec 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5786189 The complaint Mr S has complained about his home emergency insurer, Evolution Insurance Company Limited because its engineer broke his kitchen worktop whilst repairing the boiler. What happened Evolution’s engineer visited Mr S’s property on 4 April 2025. The engineer succe... (2 pages)View decision -
Decision Reference DRN-5812913
2 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5812913 The complaint Mr T has complained about his van insurer Haven Insurance Company Limited because it decided he was at fault for an accident. What happened In July 2024, as Mr T was preparing to exit a slip road onto an A-road, he collided with another car in front. He said ... (2 pages)View decision -
Decision Reference DRN-5261973
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5261973 The complaint Mr and Mrs H are unhappy with the way U K Insurance Limited [“UKI”] has handled a claim they’ve made under their buildings insurance policy following water damage to their property. What happened Mrs H has brought this complaint on behalf of herself and her hus... (3 pages)View decision -
Decision Reference DRN-5500948
2 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5500948 The complaint Miss B complains that Nationwide Building Society declined her claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened In 2016, Miss B bought a from a retailer I’ll refer to as “H”. Miss B made the purchase using her Nationwide cre... (4 pages)View decision -
Decision Reference DRN-5907211
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5907211 The complaint Mr C has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail he... (4 pages)View decision -
Decision Reference DRN-5913204
1 Dec 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5913204 The complaint Mr F complains that Volvo Car UK Limited sent data to third parties when sending communications about his hire agreement. What happened In February 2023 Mr F was supplied with a car and entered into a hire agreement with Volvo. At the time of entering into the ... (2 pages)View decision -
Decision Reference DRN-5988841
1 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5988841 The complaint Mrs Q complains that Kroo Bank Ltd (“Kroo”) won’t refund payments made as part of a scam. Mrs Q is being represented by her son, Mr Q, in bringing this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (5 pages)View decision
