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-5801632
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5801632 The complaint Mr H complains that Santander UK Plc failed to provide him with means to access his new account and has unfairly refused to pay him its switch incentive for moving his account to the bank. Mr H also complains that Santander’s staff spoke to him rudely and were ... (3 pages)View decision -
Decision Reference DRN-5957594
1 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5957594 The complaint Mr C complains about the liability decision Advantage Insurance Company Limited (Advantage) made when he submitted a claim under his motor insurance policy. What happened The background to this complaint is well known to Mr C and Advantage. I won’t repeat in d... (2 pages)View decision -
Decision Reference DRN-5976970
1 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5976970 The complaint Mr G and Ms W complain about the settlement esure Insurance Limited (esure) has paid to settle a claim for contents they made under their home insurance policy. They also complain about the way their claim was handled. This complaint has been brought by both Mr... (6 pages)View decision -
Decision Reference DRN-5845078
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5845078 The complaint Mr S complains about how U K Insurance Limited trading as Churchill (Churchill) dealt with a claim for the theft of his vehicle. Churchill made a total loss settlement for the vehicle to the finance through which Mr S was leasing the vehicle. Mr S thought Churc... (3 pages)View decision -
Decision Reference DRN-5979116
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5979116 The complaint Miss H’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Miss H says C&G treated her unfairly. What happened I issued a provisional decision in respect o... (4 pages)View decision -
Decision Reference DRN-5988063
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5988063 The complaint Mrs B is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to an investment scam after a friend introduced her a fake investment scheme.... (4 pages)View decision -
Decision Reference DRN-5879515
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5879515 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited unfairly handled a claim under his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr T has a motor insurance policy underwritten by A... (2 pages)View decision -
Decision Reference DRN-5887213
1 Dec 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5887213 The complaint Mr N complains about Somerset Bridge Insurance Services Limited trading as Go Skippy Insurance (“SBIL”) and the payments they took following the cancellation of his motor insurance policy. What happened The claim and complaint circumstances are well known to bo... (3 pages)View decision -
Decision Reference DRN-5782353
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5782353 The complaint Mr J complains about the actions taken by Revolut Ltd blocked a payment he wanted to make whilst he was abroad. What happened The background to this complaint is well known to both parties, so I will just outline key events here. Mr J had an account with Revo... (3 pages)View decision -
Decision Reference DRN-5945702
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5945702 The complaint Mrs R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision