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 392389 results
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Decision Reference DRN-5993254
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993254 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (11 pages)View decision -
Decision Reference DRN-5729980
16 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729980 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments Repaid 1 8 November 2024 £8006 months 4 March 2025 2 1... (2 pages)View decision -
Decision Reference DRN-5924554
16 Jan 2026 Wakam UpheldInsuranceDRN-5924554 The complaint Mrs M’s complaint is about a claim she made on her Wakam pet insurance policy, which Wakam declined. Mrs M says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll fo... (3 pages)View decision -
Decision Reference DRN-5898684
16 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5898684 The complaint A limited company that I will refer to as S, has complained about the settlement offered by Hiscox Insurance Company Limited following a claim for business interruption losses under its business insurance policy. Mr B, as Director of S has brought the complaint... (6 pages)View decision -
Decision Reference DRN-5996463
16 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5996463 The complaint Mr T has complained that AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) unfairly declined his claim and didn’t give him appropriate guidance. What happened Mr T has a private medical insurance policy, underwritten by AXA. He contacted AXA in July 202... (2 pages)View decision -
Decision Reference DRN-6063213
16 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6063213 The complaint Mr J and Miss R have complained about Liverpool Victoria Insurance Company Limited (LV). They are not happy about the valuation of their car after it was deemed a total loss following a claim under their motor insurance policy. What happened Mr J and Miss R mad... (3 pages)View decision -
Decision Reference DRN-6069979
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6069979 The complaint The estate of Mrs R has complained about Lloyds Bank General Insurance Limited which provides the insurance for the estate’s property. The complaint has been made regarding an on-going subsidence claim and Lloyds’ handling of that matter. The complaint has been... (4 pages)View decision -
Decision Reference DRN-5812553
16 Jan 2026 Vitality Health Limited UpheldInsuranceDRN-5812553 The complaint Ms M is unhappy with the way Vitality Health Limited handled a request to add her to a group private medical insurance policy (‘the policy’). What happened In March 2024, Ms M’s employer contacted Vitality about Ms M being interested in joining the policy. The... (3 pages)View decision -
Decision Reference DRN-6066960
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6066960 The complaint The estate of Mrs R has complained about Lloyds Bank General Insurance Limited which provides the insurance for the estate’s property. The complaint has been made regarding an on-going subsidence claim and Lloyds’ handling of that matter. The complaint has been... (3 pages)View decision -
Decision Reference DRN-6048784
16 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6048784 The complaint Mr A and Mrs T complain about the way Zurich Insurance Company Ltd (‘Zurich’) handled an escape of water claim they made on their property insurance policy. Mr A has acted as the main representative during the claim and complaint process. So, for ease of refer... (5 pages)View decision