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
-
Decision Reference DRN-5844815
1 Dec 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5844815 The complaint Miss N complains about the way her motorcycle insurance policy was administered by Atlanta Insurance Intermediaries Limited (Atlanta) leading to her policy being cancelled. What happened The circumstances of this complaint will be well known to both parties and... (2 pages)View decision -
Decision Reference DRN-5809606
1 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5809606 The complaint Mr T complains that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly turned down his claim for damages to his vehicle under a motor insurance policy. What happened The circumstances of this case are well known to both parties but... (2 pages)View decision -
Decision Reference DRN-5873635
1 Dec 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5873635 The complaint Mr A says Scottish Equitable plc trading as Aegon (Scottish Equitable) hasn’t applied contributions to his pension correctly. What happened Mr A had a pension plan with Scottish Equitable. In August 2024 Scottish Equitable upgraded its systems. Unfortunately, ... (3 pages)View decision -
Decision Reference DRN-5908024
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5908024 The complaint Ms K complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, between April and July 2024 Ms K made numerous ... (2 pages)View decision -
Decision Reference DRN-5970447
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5970447 The complaint Mr B complains that U K Insurance Limited (UKI) suspended his motor insurance policy without telling him whilst it dealt with his claim. He wants £5,000 - £10,000 compensation for the impact of this error on his health conditions. What happened Mr B was involv... (2 pages)View decision -
Decision Reference DRN-5950093
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950093 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna] (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (t... (12 pages)View decision -
Decision Reference DRN-5831777
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5831777 The complaint Mr C is complaining about the amount UKI has paid to settle a claim he made against insurance policy. What happened Mr C leased a car on a hire agreement. His car was stolen so he claimed for the loss on his car insurance policy. Mr C said UKI’s engineer told ... (3 pages)View decision -
Decision Reference DRN-5858383
1 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5858383 The complaint Mrs W complains Domestic & General Insurance Plc (D&G) unfairly declined a claim under an appliance insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them in detail. Instead, I’ll focus on the... (2 pages)View decision -
Decision Reference DRN-5682765
1 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5682765 The complaint Mr E complains that AXA Insurance UK Plc (AXA) didn’t offer him the opportunity to renew his motor insurance policy and didn’t explain why. What happened The circumstances of this case are well known to both parties, but in summary Mr E has held yearly motor in... (2 pages)View decision -
Decision Reference DRN-5986534
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5986534 The complaint Mr I complains that Santander UK Plc asked him to repay his overdraft without proper notice. What happened In 2015, Mr I took out a student account with Santander that came with a student overdraft. He says that once he finished his studies, Santander asked hi... (3 pages)View decision
