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-5960749
12 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5960749 The complaint Miss M has complained that Admiral Insurance (Gibraltar) Limited declined a claim she made on an annual travel insurance policy, voided the policy and retained the premiums. What happened Miss M purchased the policy on 4 April 2025 and chose a start date of 7 ... (2 pages)View decision -
Decision Reference DRN-5981709
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5981709 The complaint Mr C complains about the price U K Insurance Limited (UKI) quoted him to renew his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr C has a motor insurance policy, underwritten by UKI, which... (2 pages)View decision -
Decision Reference DRN-5907435
12 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5907435 The complaint Mr and Mrs M complain that The Royal London Mutual Insurance Society Limited trading as Scottish Provident has turned down a critical illness claim they made on a personal ‘Self Assurance’ mortgage protection plan. As Mr M brought the complaint to us, for ease ... (5 pages)View decision -
Decision Reference DRN-5833730
12 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5833730 The complaint Mr A complains that Specialist Motor Finance Limited (SMF) mis-sold him a hire purchase agreement. What happened In May 2023, Mr A was supplied with a used car through a hire purchase agreement with SMF. The cash price of the car was £9,264 and he paid a depos... (3 pages)View decision -
Decision Reference DRN-5648046
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5648046 The complaint Mr W says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise, and it failed to provide him the information he needed to claim these payments back from the merchant. What happened The facts of this co... (3 pages)View decision -
Decision Reference DRN-5916718
12 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5916718 The complaint Mr and Mrs G are unhappy with what ARAG Legal Expenses Insurance Company Limited did after they made a claim on the legal expenses section of their property investor’s insurance policy. What happened In February 2024 Mr and Mrs G sought assistance from their po... (4 pages)View decision -
Decision Reference DRN-5976520
12 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5976520 The complaint Mr D complains about a default Black Horse Limited have applied to his credit file. He would like it removed. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In August 2022, Mr... (3 pages)View decision -
Decision Reference DRN-5900700
12 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5900700 The complaint Mrs V Is unhappy with how American Express Services Europe Limited (AESEL) handled her refund claim. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decide... (3 pages)View decision -
Decision Reference DRN-5954636
12 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5954636 The complaint Mr B complains that Creation Consumer Finance Ltd (“Creation”) failed to provide clear and timely reminders that the interest-free period on his credit agreement was coming to an end. What happened In June 2024, Mr B entered into a Buy Now Pay Later credit agr... (3 pages)View decision -
Decision Reference DRN-5874138
12 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5874138 The complaint Mr H complains about TSB Bank plc (TSB) after he received a debit card unexpectedly. Mr H says what happened has caused him inconvenience, and significant anxiety. What happened In August 2025, Mr H received a debit card from TSB but to his previous address, an... (2 pages)View decision