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
-
Decision Reference DRN-5889539
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5889539 The complaint Mr A is unhappy with how Admiral Insurance (Gibraltar) Limited has dealt with a motor insurance claim. What happened Mr A was involved in a non-fault accident in February 2024. He contacted Admiral to report the accident but felt it didn’t assist him in recover... (3 pages)View decision -
Decision Reference DRN-5833163
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5833163 The complaint Mr G was unhappy his claim for storm damage to the wall of his property was declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy. What happened Mr G made a claim to Aviva when heavy rainfall caused damage to the boundary wall of his pro... (3 pages)View decision -
Decision Reference DRN-5380589
1 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5380589 The complaint Miss D complains that The Royal Bank of Scotland Plc (RBS) has declined to refund disputed transactions that were made from her account. What happened Between 3 July and 13 August 2024, five disputed transactions totalling £13,700 debited Miss D’s account. Thre... (3 pages)View decision -
Decision Reference DRN-5986338
1 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5986338 The complaint Miss P is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was misrepresented at the point of supply. Miss P has been represented during the claim and complaint process by R, a professional representative.... (6 pages)View decision -
Decision Reference DRN-5801868
1 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5801868 The complaint Mr L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED was irresponsible in its lending to him. He wants his credit card balance to be written off, and all interest and charges paid on the account refunded. What happened Mr L was issued with an American E... (3 pages)View decision -
Decision Reference DRN-5729711
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5729711 The complaint Mr W complains about the way U K Insurance Limited trading as Churchill (UKI) handled his claim under a motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Mr W was involved in a car accident in Ap... (4 pages)View decision -
Decision Reference DRN-5511484
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5511484 The complaint Mr B complains that Bank of Scotland plc, trading as Halifax he says he made and lost to a scam. A representative I will call “C” complains on behalf of Mr B. What happened The background to this complaint is well-known to both parties, so I won’t repeat it i... (3 pages)View decision -
Decision Reference DRN-5924118
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5924118 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5987603
1 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5987603 The complaint Mr and Mrs J are unhappy with how AXA Insurance UK Plc (AXA) handled repairs to their car. They complain that AXA provided poor service and caused significant delays which resulted in substantial losses. What happened Mrs J was involved in an accident in Septem... (3 pages)View decision -
Decision Reference DRN-5977009
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5977009 The complaint This complaint is about a mortgage Mr and Mrs P hold with National Westminster Bank Plc (NatWest). They have what is known as an offset mortgage; that is, one where money held in a linked savings account is offset against the mortgage balance for the purposes o... (4 pages)View decision