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-5970447
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5970447 The complaint Mr B complains that U K Insurance Limited (UKI) suspended his motor insurance policy without telling him whilst it dealt with his claim. He wants £5,000 - £10,000 compensation for the impact of this error on his health conditions. What happened Mr B was involv... (2 pages)View decision -
Decision Reference DRN-5950093
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950093 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna] (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) (t... (12 pages)View decision -
Decision Reference DRN-5831777
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5831777 The complaint Mr C is complaining about the amount UKI has paid to settle a claim he made against insurance policy. What happened Mr C leased a car on a hire agreement. His car was stolen so he claimed for the loss on his car insurance policy. Mr C said UKI’s engineer told ... (3 pages)View decision -
Decision Reference DRN-5858383
1 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5858383 The complaint Mrs W complains Domestic & General Insurance Plc (D&G) unfairly declined a claim under an appliance insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them in detail. Instead, I’ll focus on the... (2 pages)View decision -
Decision Reference DRN-5682765
1 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5682765 The complaint Mr E complains that AXA Insurance UK Plc (AXA) didn’t offer him the opportunity to renew his motor insurance policy and didn’t explain why. What happened The circumstances of this case are well known to both parties, but in summary Mr E has held yearly motor in... (2 pages)View decision -
Decision Reference DRN-5986534
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5986534 The complaint Mr I complains that Santander UK Plc asked him to repay his overdraft without proper notice. What happened In 2015, Mr I took out a student account with Santander that came with a student overdraft. He says that once he finished his studies, Santander asked hi... (3 pages)View decision -
Decision Reference DRN-5751444
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5751444 The complaint Mr N has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) didn’t fairly assist him with his loan account when he had financial difficulties, leading to negative information on his credit file. What happened Mr N took out a loan with ... (2 pages)View decision -
Decision Reference DRN-5627578
1 Dec 2025 Investengine (UK) Limited Not upheldInvestmentsDRN-5627578 The complaint Mrs C complains InvestEngine (UK) Limited (‘InvestEngine’) put her under unfair pressure to sell her investment holdings and didn’t fairly administer the bonus offer she signed up for. She says this caused her substantial distress and inconvenience and financia... (7 pages)View decision -
Decision Reference DRN-5986402
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986402 The complaint A club, that I will call C, has complained about the refusal of a claim under its commercial combined insurance policy with Aviva Insurance Limited. Mr B, as a trustee of C, has brought the complaint on its behalf. What happened In 2023, C planned renovation wo... (5 pages)View decision -
Decision Reference DRN-5749672
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5749672 The complaint Ms J complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her money when she fell victim to an investment scam. She wants a full refund of the money she lost along with 8% interest and £250 compensation for the distress and inconve... (7 pages)View decision