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 384131 results
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Decision Reference DRN-5975214
25 Nov 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5975214 The complaint Mr C complains about charges LeasePlan UK Limited (LeasePlan) asked him to pay when he returned a car at the end of a lease. 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 ... (3 pages)View decision -
Decision Reference DRN-5761202
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5761202 The complaint Mrs M and Mr M complain about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) defaulting their accounts. What happened While I might not comment on everything (only what I consider key) this is not meant as a discourtesy to either party – it reflects my... (3 pages)View decision -
Decision Reference DRN-5569700
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5569700 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his accounts without providing a proper explanation. Mr R H says this caused him unnecessary stress and worry. What happened Mr R had a current account, savings account and c... (3 pages)View decision -
Decision Reference DRN-5837299
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837299 The complaint Mr M is unhappy with how Aviva Insurance Limited (Aviva) has handled his private medical insurance claim and with the worry and stress that was caused as a result. What happened Mr M has a private medical insurance policy through his employer which started on 1... (3 pages)View decision -
Decision Reference DRN-5711444
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5711444 The complaint Mr G is unhappy his claim was declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy as Aviva said the damage wasn’t caused by an insured event. What happened Mr G made a claim to Aviva when water was coming into his property from outside... (2 pages)View decision -
Decision Reference DRN-5956200
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5956200 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firm... (3 pages)View decision -
Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-5973161
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5973161 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (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 -
Decision Reference DRN-5973508
25 Nov 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5973508 The complaint Mr G complains that AmTrust Specialty Limited declined his travel insurance claim. My references to AmTrust include its agents. What happened Mr G took out gadget cover as part of his travel insurance policy. The gadget cover was insured by AmTrust. During hi... (3 pages)View decision -
Decision Reference DRN-5975125
25 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5975125 The complaint Mr B complains about the handling of his account by Santander Consumer UK Plc trading as Santander Consumer Finance (Santander) when he was in arrears. What happened Mr B entered a conditional sale agreement in December 2022 for a used car financed by Santande... (3 pages)View decision
