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 393318 results
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Decision Reference DRN-5885850
22 Dec 2025 BISL Limited Not upheldInsuranceDRN-5885850 The complaint Mrs S complains that BISL Limited cancelled her motor insurance policy. She wants compensation for the inconvenience this has caused. What happened Mrs S’s policy was renewed through BISL, her broker/policy administrator, with no claims having been made within... (2 pages)View decision -
Decision Reference DRN-5849341
22 Dec 2025 Arval UK Limited UpheldConsumer CreditDRN-5849341 The complaint Mr H is unhappy with the quality of the car supplied under the hire agreement with Arval UK Limited (Arval). When I refer to what Mr H and/or Arval said or did, it should also be taken to include things said or done on their behalf. What happened In June 2024... (3 pages)View decision -
Decision Reference DRN-6039335
22 Dec 2025 National House-Building Council Not upheldInsuranceDRN-6039335 The complaint Mr and Mrs C complain about the way National House-Building Council (NHBC) handled a claim they made on their building warranty for several issues with their home. Mr C has been the main correspondent for the claim and complaint. As such, I’ve referred to him ... (3 pages)View decision -
Decision Reference DRN-5838725
22 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5838725 The complaint Mr P and Mrs G complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr P for ease. What happened Mr P noticed water ingress through an extractor f... (3 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN-5724116
22 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5724116 The complaint Mr O complains about the balance of a fixed sum loan agreement he has with EE Limited. What happened In September 2024, Mr O took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone handset. The cash price of the handset was around £... (3 pages)View decision -
Decision Reference DRN-5842940
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842940 Complaint Mr O complains on behalf of A, a limited company, that Lloyds Bank PLC didn’t pay a refund after it reported falling victim to a scam. Background In 2021, Mr O became aware of an opportunity to invest in a company, which I will refer to as L. This company had ente... (4 pages)View decision -
Decision Reference DRN-6020161
22 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-6020161 The complaint A company which I’ll call ‘L’ complains that Starling Bank Limited won’t reimburse the money it lost as a result of fraudulent transactions from its account. The complaint is brought on L’s behalf by its director, who I’ll call ‘Mr S’. What happened Both partie... (4 pages)View decision -
Decision Reference DRN-5912069
22 Dec 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5912069 The complaint Mr M has complained that Legal and General Assurance Society Limited (‘L&G’) unfairly declined his claim and voided his policies from inception. What happened Mr M bought a life and critical illness policy and an income protection policy in 2011. In July 20... (2 pages)View decision -
Decision Reference DRN-5597594
22 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5597594 The complaint Ms H complains that Wise Payments Limited (‘Wise’) won’t refund money she lost as part of a scam. Ms H is represented in this matter, but for ease of reading I have referred to Ms H throughout this decision. What happened The background to this complaint is wel... (4 pages)View decision