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 384134 results
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Decision Reference DRN-5817975
1 Dec 2025 Pier Insurance Managed Services Limited Not upheldInsuranceDRN-5817975 The complaint Mr R and Mrs B complain that Pier Insurance Managed Services Limited (Pier) mis-sold them a travel insurance policy. What happened Mr R and Mrs B bought an annual travel insurance policy via Pier’s website. Some months after the purchase, Mr R discovered the p... (3 pages)View decision -
Decision Reference DRN-5935629
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5935629 The complaint Mr F complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, first registered in 2016. For the year from... (5 pages)View decision -
Decision Reference DRN-5777918
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5777918 The complaint Mr Z has complained that Admiral Insurance (Gibraltar) Limited unfairly cancelled his car insurance policy. What happened Mr Z bought a car insurance policy with the insurer Admiral. He agreed to pay for his policy in monthly instalments under a credit agreemen... (3 pages)View decision -
Decision Reference DRN-5972899
1 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5972899 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Towards the end of June 2025, Mr W acquired a used car using a hire purchase agreement with Autolend. The car... (5 pages)View decision -
Decision Reference DRN-5986085
1 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5986085 The complaint Mr A’s complaint is that HSBC UK Bank Plc didn’t reasonably consider his dispute about a washer dryer machine. What happened Mr A purchased a washer dryer machine from a supplier (who I’ll refer to as ‘B’ throughout this decision) in May 2021 using a credit car... (5 pages)View decision -
Decision Reference DRN-5901142
1 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5901142 The complaint Mr K complains Advantage Insurance Company Limited (Advantage) unfairly cancelled his car insurance policy. What happened Mr K took out a telematics motor insurance policy with Advantage which started on 19 June 2025. The terms of the policy required Mr K to i... (3 pages)View decision -
Decision Reference DRN-5857675
1 Dec 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5857675 The complaint Miss L complains that Ald Automotive Limited supplied her with a car that wasn’t of satisfactory quality under a regulated hire agreement. What happened In August 2022, Miss L entered into a hire agreement with Ald for the hire of a new car. Miss L was required... (3 pages)View decision -
Decision Reference DRN-5972063
1 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5972063 The complaint Mrs S complains Nationwide Building Society won’t refund two transactions made on her credit card account which she says she didn’t make or authorise What happened Mrs S contacted Nationwide in October 2024 to dispute two transactions of £630 and £800 that had ... (3 pages)View decision -
Decision Reference DRN-5726684
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5726684 The complaint Mr and Mrs O’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs O were existing members of a timeshare with a third-party t... (10 pages)View decision -
Decision Reference DRN-5875166
1 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5875166 The complaint Miss S complains Zopa Bank Limited (Zopa) approved a loan that was unaffordable. What happened Miss S says Zopa approved a loan of £11,000 for her in March 2024 at a time when she already had existing debts and an overdraft facility, so any new borrowing was un... (3 pages)View decision
