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-5972439
8 Jan 2026 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5972439 The complaint Mr S is unhappy with the service provided by Fortegra Europe Insurance Company Ltd after it refused to pay a claim made under his complete cosmetic protection policy. What happened Mr S took out a complete cosmetic protection (CCP) policy with Fortegra in Sept... (3 pages)View decision -
Decision Reference DRN-6053255
8 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6053255 The complaint Mr S complains that BMW FINANCIAL SERVICES (GB) LIMITED (BMW) unfairly terminated a hire purchase agreement and intends to repossess a car it supplied to him. What happened I issued a provisional decision setting out what I thought about Mr S' complaint. I... (6 pages)View decision -
Decision Reference DRN-6052981
8 Jan 2026 HTG Finance Limited Not upheldConsumer CreditDRN-6052981 The complaint Miss W and Mr M complain that HTG Finance Limited (“HTG”) refused to recompense them for the installation of a faulty boiler. What happened In January 2024 Mrs W and Mr M had a new boiler fitted to their property funded by a finance agreement provided by HTG. M... (3 pages)View decision -
Decision Reference DRN-6063367
8 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-6063367 The complaint Mr K has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone insurance policy. What happened Mr K made a claim when he lost his mobile phone while he was on an e scooter. Assurant assessed the claim an... (3 pages)View decision -
Decision Reference DRN-5809483
8 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5809483 The complaint Mr and Mrs L’s complaint is, in essence, that First Holiday Finance Ltd 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) deciding ag... (9 pages)View decision -
Decision Reference DRN-5980032
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5980032 The complaint Mr B has raised a number of complaint points against National Westminster Bank Public Limited Company (‘NatWest’) in relation to an overdraft facility he held with them. What happened The details of this complaint are well-known to both parties and have been c... (2 pages)View decision -
Decision Reference DRN-5996419
8 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5996419 The complaint SGC is a community organisation. Its representative has complained about Lloyds Bank PLC’s decision to discontinue its Treasurer’s Account and replace it with a Community Account, which charges for maintaining the account and for day-to-day banking activities. ... (3 pages)View decision -
Decision Reference DRN-5994038
8 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5994038 The complaint GCCC is a community organisation. Its representative has complained that Lloyds Bank PLC has decided to discontinue its Treasurer’s Account and replace it with a Community Account, on which charges are applied for maintaining the account and for day-to-day bank... (3 pages)View decision -
Decision Reference DRN-5989256
8 Jan 2026 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5989256 The complaint Miss N has complained about delays by The Royal London Mutual Insurance Society Limited in assessing a life insurance claim. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat the details in full... (2 pages)View decision -
Decision Reference DRN-5938351
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5938351 The complaint Miss L’s complaint is about a mortgage she has with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). She is unhappy about the arrears balance on the account as she believes that she entered into an arrangement with NatWest to make a higher monthly pa... (4 pages)View decision