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-5891418
21 Oct 2025 Wakam Not upheldInsuranceDRN-5891418 The complaint Mr V complains that Wakam declined a claim on his pet insurance policy and said the policy was void. What happened Mr V took out pet insurance policy for his two pet dogs. The policy started on 29 October 2023. It’s underwritten by Wakam. When Mr V made a claim... (3 pages)View decision -
Decision Reference DRN-5823258
21 Oct 2025 ITC Compliance Limited UpheldInsuranceDRN-5823258 The complaint Mr R complains about Itc Complaince Limited (“ITC”) explaining his belief that their error when selling him his Guaranteed Asset Protection (“GAP”) insurance policy has resulted in him being unable to claim against it, following the total loss of his car. What ... (4 pages)View decision -
Decision Reference DRN-5815383
21 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5815383 The complaint Mr C complains Ageas Insurance Limited (Ageas) provided poor workmanship when he made a claim on his motor insurance policy after his windscreen was damaged. And that the service and windscreen provided wasn’t satisfactory. Ageas are the underwriters of this p... (3 pages)View decision -
Decision Reference DRN-5733566
21 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5733566 The complaint This complaint’s about a decision-in-principle (DIP) Miss F received from Nationwide Building Society in connection with what turned out to be an abortive mortgage application. She believes the DIP was issued incorrectly, because it didn’t record her intention ... (3 pages)View decision -
Decision Reference DRN-5446883
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5446883 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost as the result of a scam. What happened In 2019, Mr A found an investment advertised online with a company I’ll refer to as S. Mr A registered his interest and was contacted about the... (2 pages)View decision -
Decision Reference DRN-5892033
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5892033 The complaint Mr W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr W was looking to purchase a woodchipper. He found one on an online marketplace and agreed to purchase it for £4,700. Mr W be... (5 pages)View decision -
Decision Reference DRN-5690321
20 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5690321 The complaint Mr E complains that it was irresponsible for Zopa Bank Limited to have lent to him. What happened Mr E applied to Zopa Bank for a loan in January 2024. His application was accepted and he entered into a fixed sum loan agreement with Zopa Bank for a loan of £10,... (3 pages)View decision -
Decision Reference DRN-5618342
20 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5618342 The complaint Mr S has complained that Lloyds Bank PLC won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. In late 2024, ... (3 pages)View decision -
Decision Reference DRN-5783798
20 Oct 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5783798 The complaint Mr D is acting on behalf of the estate of the late Mr D. For ease I won’t refer to the estate throughout. Instead, I will refer to the Mr D who is now dealing with this complaint. Mr D is unhappy with Paragon Bank Plc. He said Paragon hasn’t looked into his t... (3 pages)View decision -
Decision Reference DRN-5878009
20 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5878009 The complaint Miss D and Mr S complain that a conditional sale agreement with Moneybarn No. 1 Limited, under which a car was supplied to them, was unaffordable for them and that the lending was irresponsible. They’re being represented in their complaint by a legal adviser. W... (3 pages)View decision
