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-5977079
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5977079 The complaint Mr B’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... (9 pages)View decision -
Decision Reference DRN-5980787
27 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5980787 The complaint Mr and Mrs H complained that Ageas Insurance Limited (“Ageas”) unfairly declined their storm claim for damage to their conservatory, under their home insurance policy. Mr and Mrs H had representation during the complaint, but for ease and simplicity, I’ll gener... (5 pages)View decision -
Decision Reference DRN-5876453
27 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5876453 The complaint Miss O and her son Mr O complain that Advantage Insurance Company Limited (“Advantage”) didn’t deal fairly with a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 20... (3 pages)View decision -
Decision Reference DRN-5915988
27 Nov 2025 C D Fairfield Capital Limited UpheldConsumer CreditDRN-5915988 The complaint Mr and Mrs C complain C D Fairfield Capital Limited (CD) failed to provide the debt adjusting services they paid for. What happened Mr and Mrs C have said they had an interest only mortgage with a company I’ll refer to as B. The term of the mortgage was coming ... (7 pages)View decision -
Decision Reference DRN-5842847
27 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5842847 The complaint Mr R complains about the service Fortegra Europe Insurance Company Ltd (“Fortegra”) gave him following a claim for damaged wheels under his tyre and wheel damage cover. When I mention Fortegra I also mean its suppliers and repairers. What happened Mr R has a ty... (4 pages)View decision -
Decision Reference DRN-5776250
27 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5776250 The complaint Mr M complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr M says he was introduced to a company I’ll refer to as ‘C’ by a friend. In brief, C was claiming to offer investments in specific property units on the unders... (5 pages)View decision -
Decision Reference DRN-5976747
27 Nov 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5976747 The complaint Mr and Mrs M, as trustees of the M Trust, complain about a reviewable whole of life (RWOL) policy the trust holds with Phoenix Life CA Limited. They’re unhappy with the outcome of a policy review in 2021 which said the monthly premium needed to increase signifi... (5 pages)View decision -
Decision Reference DRN-5979746
27 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5979746 The complaint Mr and Mrs O complain that Inter Partner Assistance SA (IPA) has turned down a claim they made on a travel insurance policy. What happened In June 2024, Mr and Mrs O booked a trip abroad. They were due to travel in late July 2024. They took out a travel insuran... (4 pages)View decision -
Decision Reference DRN-5936755
27 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5936755 The complaint Mr K has complained about the way Bank of Scotland plc trading as Halifax “Halifax” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The facts in this case aren’t disputed so I’ve only briefly set them out. Mr K... (5 pages)View decision -
Decision Reference DRN-5980327
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5980327 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost to a job scam that required payments in crypto. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key e... (9 pages)View decision
