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-5986098
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5986098 Complaint Mr G has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the cha... (6 pages)View decision -
Decision Reference DRN-5954414
15 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5954414 Complaint Mrs C has complained about a credit account PayPal UK Ltd (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance given the credit she already had. The account was provided by a previous firm associated with PayPal and for ease o... (3 pages)View decision -
Decision Reference DRN-5912828
14 Dec 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5912828 The complaint This complaint is made by a small business, which I’ll refer to hereafter as ‘H’. H is represented in bringing this complaint by an independent insurance broker. H says that Legal and General Assurance Society (‘L&G’) Limited has dealt unreasonably with th... (6 pages)View decision -
Decision Reference DRN-5600420
14 Dec 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5600420 The complaint Mr P has complained that, with regard to a car he acquired using a hire-purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance (“Oodle”), Oodle didn’t make reasonable adjustments for his health needs when dealing with arrears on ... (4 pages)View decision -
Decision Reference DRN-6019596
14 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6019596 The complaint Ms L has complained about the way AXA Insurance UK Plc (“AXA”) has handled a claim she made under her PrimeLet home insurance policy, in relation to subsidence damage at an HMO she owns. Any references to AXA in this decision include its appointed agents. What ... (4 pages)View decision -
Decision Reference DRN-6019704
13 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6019704 The complaint Mr H complains that Aviva Insurance Limited trading as Quotemehappy.com avoided his motor insurance policy and refused to pay his claim. What happened Mr H took out a motor insurance policy in September 2024 with Aviva through a price comparison website. In Jan... (4 pages)View decision -
Decision Reference DRN-6019679
13 Dec 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-6019679 The complaint Mr L has complained about the way Marshmallow Insurance Limited handled his claim under his motor insurance policy. What happened Mr L discovered damage to the door of his car in July 2024, and he claimed on his motor insurance policy. Marshmallow accepted the ... (4 pages)View decision -
Decision Reference DRN-6019672
13 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6019672 The complaint Ms M has complained about the way Society of Lloyd's trading as Lloyd's of London dealt with a claim she made under her car insurance policy. What happened On 27 January 2025 Ms M was involved in an incident with a third party vehicle. Ms M complained... (4 pages)View decision -
Decision Reference DRN-6019671
13 Dec 2025 Astrenska Insurance Limited UpheldInsuranceDRN-6019671 The complaint Mr and Mrs C have complained about the way Astrenska Insurance Limited dealt with their claim when they sought assistance under their Breakdown Cover policy. Mrs C is the lead complainant. For ease of reference I shall refer to Mrs C on behalf of both Mr and Mr... (5 pages)View decision -
Decision Reference DRN-5978952
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5978952 The complaint Mr and Mrs L’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)... (14 pages)View decision