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 381196 results
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Decision Reference DRN-5899102
22 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5899102 The complaint Miss D complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim on her motor insurance policy. What happened Miss D had a motor accident that wasn’t her fault in October 2023. She made a claim to Admiral. She was unhappy with its progress. Sh... (4 pages)View decision -
Decision Reference DRN-5591293
22 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5591293 The complaint Mr L complains that Zopa Bank Limited, lent to him irresponsibly when they provided him with a personal loan. What happened Mr L applied for a personal loan with Zopa Bank. His application was approved, and in October 2023, he was provided with a loan of £4,00... (3 pages)View decision -
Decision Reference DRN-5735505
22 Oct 2025 Puffin Group UK Ltd Not upheldInsuranceDRN-5735505 The complaint Mr D’s complaint is about the way in which he was sold a pet insurance policy by Puffin Group UK Ltd (‘Puffin’). Mr D says that Puffin misrepresented the policy to he took out, causing him loss. What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-5842902
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842902 The complaint Mrs D is unhappy with how Lloyds Bank PLC (Lloyds Bank) handled a refund claim she made to them. What happened Mrs D booked flights with a supplier I shall call ‘A’ on 10 February 2025 using her Lloyds Bank credit card to the sum of £2786.58. This was to fly ab... (4 pages)View decision -
Decision Reference DRN-5895097
22 Oct 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5895097 The complaint Mr S complained that First Central’s actions after a claim on his motor insurance policy resulted in a county court judgement (CCJ) being taken against him. What happened Mr S had an accident involving a third party in about January 2023. The third-party’s ins... (4 pages)View decision -
Decision Reference DRN-5618099
22 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5618099 The complaint Miss M complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5879531
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5879531 The complaint Mr A complains Revolut unfairly froze his account and returned funds to sender, before closing his account. What happened Mr A had an account with Revolut and in July 2025 his account was frozen while Revlout investigated incoming payments. Revolut contacted M... (3 pages)View decision -
Decision Reference DRN-5856633
22 Oct 2025 WPS ADVISORY Ltd Not upheldPensions and AnnuitiesDRN-5856633 The complaint Mr L complains that the advice WPS Advisory Ltd gave him to stay in his defined benefit occupational pension scheme in 2020 was unsuitable. He considers the advice caused him to suffer a financial loss given the subsequent reduction in the transfer value and th... (5 pages)View decision -
Decision Reference DRN-5768316
22 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5768316 The complaint Ms C complains about her mortgage with Nationwide Building Society. She says that the mortgage was irresponsibly lent and that she’s not been protected by the mortgage payment protection insurance (MPPI) she took out. She also complains about the interest rate ... (2 pages)View decision -
Decision Reference DRN-5886168
22 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5886168 The complaint Mr W has complained that Advantage Insurance Company Limited didn’t do enough to tell him he needed to add a new telematics box to a changed car under his car insurance policy. Mr W complains that Advantage unfairly cancelled his car insurance policy. Mr W is b... (4 pages)View decision
