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-6012161
10 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-6012161 The complaint Mr R is unhappy with Haven Insurance Company Limited’s handling of a claim and complaint he made under his home insurance policy. What happened Mr R made a claim under his home insurance policy after an escape of water caused damage to his property. Mr R first ... (2 pages)View decision -
Decision Reference DRN-5979043
10 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5979043 The complaint Miss C complains about the way Toyota Financial Services (UK) PLC (“TFS”) handled the voluntary termination of her agreement. What happened In December 2021, Miss C acquired a used car using a hire purchase agreement with TFS. The car was five years old, the c... (3 pages)View decision -
Decision Reference DRN-5825140
10 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5825140 The complaint Mr and Mrs T have complained about their home insurer Aviva Insurance Limited because it declined their claim for their buildings and contents which were damaged, they said, by a storm. They also felt further damage was caused during a period of delay caused by... (3 pages)View decision -
Decision Reference DRN-6012133
10 Dec 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-6012133 The complaint Ms T complained that The Royal London Mutual Insurance Society Limited (RL) declined a claim on her critical illness policy. Ms T also complained about the customer service provided. What happened Ms T took out a critical illness policy with RL in 2003. I was s... (5 pages)View decision -
Decision Reference DRN-5743391
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5743391 The complaint Mr S complains J.P. Morgan Europe Limited, trading as Chase (“Chase”), refuse to refund or clawback a payment he made from his account because it relates to a gambling transaction. Mr S adds that the gambling company say he never made the payment of £1,200 whic... (2 pages)View decision -
Decision Reference DRN-5879524
10 Dec 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5879524 The complaint Mrs D complains about the way Curve UK Limited handled its refer a friend process. What happened Mrs D was a customer of Curve. Mrs D says she received several emails from Curve inviting her to refer a friend to earn Curve cash points (to the value of £50) cred... (2 pages)View decision -
Decision Reference DRN-5827930
10 Dec 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5827930 The complaint Mr R is unhappy with Haven Insurance Company Limited’s handling and settlement of a claim he made under his home insurance policy. What happened Mr R made a claim under his home insurance policy after an escape of water caused damage to his property. Mr R first... (3 pages)View decision -
Decision Reference DRN-6006568
10 Dec 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-6006568 The complaint Mr H’s complaint is about charges imposed under a hire agreement for a car supplied by LeasePlan UK Limited. What happened In August 2018, LeasePlan supplied a car to Mr H under a hire agreement. After six years, at LeasePlan’s request, Mr H returned the vehic... (8 pages)View decision -
Decision Reference DRN-6011502
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011502 The complaint Mr and Mrs H’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)... (11 pages)View decision -
Decision Reference DRN-6012088
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6012088 The complaint Mrs and Mr I complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs and Mr I ar... (9 pages)View decision