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-5751444
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5751444 The complaint Mr N has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) didn’t fairly assist him with his loan account when he had financial difficulties, leading to negative information on his credit file. What happened Mr N took out a loan with ... (2 pages)View decision -
Decision Reference DRN-5627578
1 Dec 2025 Investengine (UK) Limited Not upheldInvestmentsDRN-5627578 The complaint Mrs C complains InvestEngine (UK) Limited (‘InvestEngine’) put her under unfair pressure to sell her investment holdings and didn’t fairly administer the bonus offer she signed up for. She says this caused her substantial distress and inconvenience and financia... (7 pages)View decision -
Decision Reference DRN-5986402
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986402 The complaint A club, that I will call C, has complained about the refusal of a claim under its commercial combined insurance policy with Aviva Insurance Limited. Mr B, as a trustee of C, has brought the complaint on its behalf. What happened In 2023, C planned renovation wo... (5 pages)View decision -
Decision Reference DRN-5749672
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5749672 The complaint Ms J complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her money when she fell victim to an investment scam. She wants a full refund of the money she lost along with 8% interest and £250 compensation for the distress and inconve... (7 pages)View decision -
Decision Reference DRN-5900391
1 Dec 2025 First Central Insurance Management Limited UpheldConsumer CreditDRN-5900391 The complaint Miss G is complaining First Central Insurance Management Limited (FCIM) has applied a default on her credit file relating to missed payments on a running account credit agreement. What happened In November 2022 Miss G took out a car insurance policy through FCI... (4 pages)View decision -
Decision Reference DRN-5963507
1 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5963507 The complaint Miss G is complaining First Central Underwriting Limited (FCUL) allowed her to take out a duplicate motor insurance policy. She’s also unhappy with its actions when the policy was subsequently cancelled. What happened In November 2022 Miss G took out a car insu... (2 pages)View decision -
Decision Reference DRN-5912741
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5912741 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5946854
1 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5946854 The complaint Mrs S has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under her home insurance policy. Mrs S is represented but, for ease, I will normally only refer to her. What happened Mrs S made a claim for the theft of two ... (3 pages)View decision -
Decision Reference DRN-5842608
1 Dec 2025 Society of Lloyd's Not upheldInsuranceDRN-5842608 The complaint Mr N has complained that his claim has been declined under a travel insurance policy, provided by an insurance syndicate at Society of Lloyd’s (‘SOL’). What happened Mr N made a claim under his travel insurance policy after receiving medical treatment abroad. B... (2 pages)View decision -
Decision Reference DRN-4745616
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4745616 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (4 pages)View decision
