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-6061561
8 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6061561 The complaint Mr E has complained that Liverpool Victoria Company Limited (LV) refused to insure his new motorhome under his existing motor insurance policy. What happened Mr E had a motor home (MH1) insured with LV. He decided to purchase a second motorhome (MH2) and wante... (3 pages)View decision -
Decision Reference DRN-6062105
7 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6062105 The complaint Miss B complains about Close Brothers Limited’s response to her request for a hold to be put on her account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “A used car was supplied t... (3 pages)View decision -
Decision Reference DRN-5946784
7 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-5946784 The complaint Miss J complains about a safety recall for a car that was supplied to her under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance. What happened A used car was supplied to Miss J under a conditional sale agreemen... (3 pages)View decision -
Decision Reference DRN-5931491
7 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5931491 The complaint Mr P complains that a car that was supplied to him under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr P in September 2023 under a hire purchase ... (2 pages)View decision -
Decision Reference DRN-5956502
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5956502 The complaint Ms W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (5 pages)View decision -
Decision Reference DRN-5857390
7 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5857390 The complaint Mrs and Mr A complain about Aviva Insurance Limited’s settlement of their travel insurance claim and about its service. My references to Aviva include its agents. What happened Mrs and Mr A had travel insurance through a building society account, insured by Avi... (3 pages)View decision -
Decision Reference DRN-6056712
7 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6056712 The complaint Mr M and Mrs R complain that Bank of Scotland plc trading as Halifax didn’t offer support after the term of their interest only mortgage expired. Mr M and Mrs R ask for more time to carry out work on the property and sell it. What happened Mr M and Mrs R took o... (4 pages)View decision -
Decision Reference DRN-6006312
7 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6006312 The complaint Mr R complains Starling Bank Limited (“Starling”) declined his application for an Easy Saver account and won’t give him a clear and detailed explanation why it did so. What happened The details of this complaint are well known by both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-5838278
7 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5838278 The complaint Mr M complains about the liability outcome decision by U K Insurance Limited after a claim on his car insurance policy. What happened Mr M’s car was involved in a road traffic accident in January 2025. He raised a claim with UKI. Initially UKI told Mr M that th... (2 pages)View decision -
Decision Reference DRN-5760206
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5760206 The complaint Mr G and Miss C’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... (14 pages)View decision