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-5831026
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5831026 The complaint Mr and Mrs M’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)... (12 pages)View decision -
Decision Reference DRN-5748338
8 Dec 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5748338 The complaint Mr and Mrs T have complained that Liverpool Victoria Insurance Company Limited (‘LV’) declined their claim under their home insurance policy for a contribution towards matching tiles following an escape of water in their bathroom. For the avoidance of doubt, th... (4 pages)View decision -
Decision Reference DRN-5981014
8 Dec 2025 Automobile Association Insurance Services Limited UpheldConsumer CreditDRN-5981014 The complaint Mr H complains that Automobile Association Insurance Services Limited (who I’ll call AAIS) didn’t adequately compensate him for the distress and inconvenience they caused. What happened The detailed background to this complaint is well known to both parties. So... (2 pages)View decision -
Decision Reference DRN-5923058
8 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5923058 The complaint Mr B complains about the quality of repairs Advantage Insurance Company Limited (“Advantage”) carried out on his car, following a claim under his motor insurance policy. When I refer to Advantage I also mean its approved repairers whose actions Advantage is res... (3 pages)View decision -
Decision Reference DRN-5909573
8 Dec 2025 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5909573 The complaint Mr K complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) unfairly collected money from him when he couldn’t afford it. What happened Mr K is complaining that since being in control of his credit card debt Cab... (3 pages)View decision -
Decision Reference DRN-5907623
8 Dec 2025 Unum Ltd Not upheldInsuranceDRN-5907623 The complaint Ms W has complained that Unum Ltd unfairly declined her income protection insurance claim. What happened Ms W has a group income protection insurance policy through her employer, underwritten by Unum. She became absent from work in May/June 2024 and made a clai... (3 pages)View decision -
Decision Reference DRN-5775569
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5775569 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)... (10 pages)View decision -
Decision Reference DRN-5860210
8 Dec 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5860210 The complaint Mr L complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) harassed him by calling him up to three times a day. What happened Mr L has two accounts that are owned by a company within the Cabot group and service... (2 pages)View decision -
Decision Reference DRN-5677607
8 Dec 2025 Airbnb Payments UK Limited Not upheldBanking and PaymentsDRN-5677607 The complaint X complains that Airbnb Payments UK Limited (which I’ll call “APUK”) has not passed on a payment for a booking and that it has closed his account. What happened X is an Airbnb host. APUK is an electronic money institution which facilitates payments between Airb... (1 page)View decision -
Decision Reference DRN-5765339
8 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5765339 The complaint Mr S has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of th... (3 pages)View decision