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-5680648
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5680648 The complaint Mr J complains that NewDay irresponsibly provided him with two credit cards and increased the limit on one of the cards. What happened The background is well-known to the parties, so I’ve set out a summary of what I think are the key events. NewDay provided M... (9 pages)View decision -
Decision Reference DRN-5672417
11 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5672417 The complaint Mr M has complained that EE Limited is holding him liable for a credit agreement that was taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise... (3 pages)View decision -
Decision Reference DRN-6014399
11 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-6014399 The complaint A company, which I’ll refer to as F, complain that Starling Bank Limited won’t refund the money they say they lost to a scam. Mr D, who is the director of F, brings this complaint on F’s behalf. What happened Mr D was told about an investment opportunity with a... (6 pages)View decision -
Decision Reference DRN-5912047
11 Dec 2025 Carmoola Limited UpheldConsumer CreditDRN-5912047 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Carmoola Limited was of an unsatisfactory quality. What happened In April 2023, Mr H was supplied with a used electric car through a hire purchase agreement with Carmoola. he paid ... (3 pages)View decision -
Decision Reference DRN-6014079
11 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6014079 The complaint Mrs M and Mr S complain that Ageas Insurance Limited has treated them unfairly with the offer made to settle a claim on their motor insurance policy. Mrs M and Mr S, feel the offer made for the value of their vehicle after it was declared a total loss is too lo... (5 pages)View decision -
Decision Reference DRN-5842072
11 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5842072 The complaint Mr K says J.P. Morgan Europe Limited, trading as “Chase”, refuses to refund him for unauthorised transactions on his account. What happened The facts of this complaint are well-known to both parties, so I see no reason to repeat them in detail here. In short, M... (2 pages)View decision -
Decision Reference DRN-5893079
11 Dec 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5893079 The complaint Mrs S complains that West Bay Insurance Plc (West Bay) unfairly settled a claim against her motor insurance policy. What happened In March 2023, the named driver on Mrs S’s motor insurance policy had an incident. The named driver notified West Bay of the incid... (3 pages)View decision -
Decision Reference DRN-5936018
11 Dec 2025 Carfinance247 Limited UpheldInsuranceDRN-5936018 The complaint Mr G complains that Carfinance247 Limited (“CFL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr G’s complaint ... (5 pages)View decision -
Decision Reference DRN-5855298
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5855298 The complaint Mr M, the director of J, complains on J’s behalf, claiming that it lost funds through an investment scam and that its bank, National Westminster Bank Public Limited Company (‘NatWest’) has decided not to refund J’s losses. J is professionally represented in bri... (4 pages)View decision -
Decision Reference DRN-5749116
11 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5749116 The complaint Mr M, in his role as the director of O (a limited company) complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined a claim made on a legal expenses insurance policy. What happened O holds legal expenses insurance with Accredited. O was p... (3 pages)View decision