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-5900391
1 Dec 2025 First Central Insurance Management Limited UpheldConsumer CreditDRN-5900391 The complaint Miss G is complaining First Central Insurance Management Limited (FCIM) has applied a default on her credit file relating to missed payments on a running account credit agreement. What happened In November 2022 Miss G took out a car insurance policy through FCI... (4 pages)View decision -
Decision Reference DRN-5963507
1 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5963507 The complaint Miss G is complaining First Central Underwriting Limited (FCUL) allowed her to take out a duplicate motor insurance policy. She’s also unhappy with its actions when the policy was subsequently cancelled. What happened In November 2022 Miss G took out a car insu... (2 pages)View decision -
Decision Reference DRN-5912741
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5912741 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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... (11 pages)View decision -
Decision Reference DRN-5946854
1 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5946854 The complaint Mrs S has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under her home insurance policy. Mrs S is represented but, for ease, I will normally only refer to her. What happened Mrs S made a claim for the theft of two ... (3 pages)View decision -
Decision Reference DRN-5842608
1 Dec 2025 Society of Lloyd's Not upheldInsuranceDRN-5842608 The complaint Mr N has complained that his claim has been declined under a travel insurance policy, provided by an insurance syndicate at Society of Lloyd’s (‘SOL’). What happened Mr N made a claim under his travel insurance policy after receiving medical treatment abroad. B... (2 pages)View decision -
Decision Reference DRN-4745616
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4745616 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 ... (4 pages)View decision -
Decision Reference DRN-5858999
1 Dec 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5858999 The complaint Mr H is complaining that Acasta European Insurance Company Limited (Acasta) have declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened In January 2023 Mr H took out a GAP policy when he bought a car. In April 2025 he... (2 pages)View decision -
Decision Reference DRN-5790848
1 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5790848 The complaint Mr B complains about an outstanding balance remaining on a credit agreement he held with Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”). What happened In early April 2025, Mr B took out a goods in transit insurance policy with a thir... (3 pages)View decision -
Decision Reference DRN-5839912
1 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5839912 The complaint Mr D complains about how he was treated by Nationwide Building Society when he visited its branch. What happened A summary of what happened is below. Mr D visited his branch in January 2025 to do some specific business. This was after he’d tried calling but was... (2 pages)View decision -
Decision Reference DRN-5951487
1 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5951487 The complaint Mr K complains Bank of Scotland plc trading as Halifax won’t refund transactions made from his accounts, he says he didn’t make or authorise. What happened In October 2024, Mr K says he discovered his partner had set up online banking in 2015 and had made tran... (4 pages)View decision