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 388057 results
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Decision Reference DRN-5983736
8 Dec 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5983736 The complaint Mr L complains that Hastings Insurance Services Limited cancelled his motor insurance policy after it had agreed an extension for him to make up missed payments. What happened Mr L said Hastings agreed to provide him with an extension in order to make up misse... (3 pages)View decision -
Decision Reference DRN-5734590
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5734590 The complaint Miss B complains that Nationwide Building Society unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss B had an account with Nationwide. Miss B has explained that she hasn’t long moved to the UK to study and as a result ... (4 pages)View decision -
Decision Reference DRN-6005073
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6005073 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (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) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5865912
8 Dec 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5865912 The complaint Mr H complains about the information he received from Trading 212 UK Limited (T212) on tax and his stocks and shares individual savings account (ISA). He said he had been given changing and misleading answers from it. In addition, Mr H said T212 did not make i... (3 pages)View decision -
Decision Reference DRN-6004579
8 Dec 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-6004579 The complaint Mr H complains that RCI Financial Services Limited supplied him with a car which was not of satisfactory quality under a hire purchase agreement. I’ll refer to RCI under its trading name of Mobilize. What happened In April 2023 Mr H entered into a hire purchase... (4 pages)View decision -
Decision Reference DRN-5758964
8 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5758964 The complaint Ms M complains that a car acquired under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this complaint so I... (4 pages)View decision -
Decision Reference DRN-5680895
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5680895 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. In bringing his complaint to this service Mr H is represented, but for ease of reading I will refer to Mr H, throughout this decision. What happene... (3 pages)View decision -
Decision Reference DRN-5865861
8 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5865861 The complaint Mrs K complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her following the total loss of her car. She wants it to pay her a fair settlement. What happened Mrs K’s car was damaged and declared to be a total loss. Admiral offered M... (2 pages)View decision -
Decision Reference DRN-5979460
8 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5979460 The complaint Mr A has complained that Assurant General Insurance Limited (Assurant) unfairly declined his claim under his mobile phone insurance policy. What happened Mr A made a claim for two mobile phones that he said he had lost in the same incident. One was an iphone a... (2 pages)View decision -
Decision Reference DRN-5975029
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5975029 The complaint Mr E and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (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) (the ‘CCA’) and (... (12 pages)View decision