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-5970321
28 Nov 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5970321 The complaint Mr W complains about how Aioi Nissay Dowa Insurance UK Limited (UKL) handled a claim made on his motor insurance policy. What happened Mr W’s car was damaged and UKL took it for repairs. But Mr W was unhappy with the repairs, and he said further damage had bee... (2 pages)View decision -
Decision Reference DRN-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN-5964792
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5964792 The complaint Mr R complains about the quality of a car that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (BMWFS). What happened In October 2023, Mr R acquired a used car through a hire purchase... (4 pages)View decision -
Decision Reference DRN-5092864
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5092864 The complaint Ms S complains about a reviewable whole of life policy she holds with Zurich Assurance Ltd. She’s unhappy with the outcome of a policy review in 2024 which meant she either had to significantly increase her monthly premiums or face a reduction of around 17% in ... (4 pages)View decision -
Decision Reference DRN-5827593
28 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5827593 The complaint Mrs M was unhappy part of her claim for storm damage to her wall was unfairly declined by Admiral Insurance (Gibraltar) Limited (“Admiral”) under her home insurance policy. What happened Mrs M made a claim to Admiral when bad weather caused damage to the bounda... (3 pages)View decision -
Decision Reference DRN-5720761
28 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5720761 The complaint Mrs A complains about Starling Bank Limited. She says that she fell victim to a scam and would like Starling to refund her the £6,000 lost under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code, to which Starling is a signatory. What ha... (2 pages)View decision -
Decision Reference DRN-5743511
28 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5743511 The complaint Mrs P, who is represented by a third party, complains that Moneybarn No. 1 Limited, trading as Moneybarn (‘Moneybarn’), irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In January 2021, Mrs P acquired a used ca... (3 pages)View decision -
Decision Reference DRN-5600023
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600023 The complaint Mr H complains that HSBC UK Bank Plc won’t reimburse him money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H sought the services of an Architect to assist him wi... (3 pages)View decision -
Decision Reference DRN-5969376
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5969376 The complaint Mr and Mrs L complain of errors by Zurich Assurance Ltd (“Zurich”) in the administration of their mortgage protection policy. They say these led them to pay premiums they wouldn’t have paid otherwise. They seek redress for this and for distress arising from Zur... (5 pages)View decision -
Decision Reference DRN-5906978
28 Nov 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5906978 The complaint Mr D complains Acromas Insurance Company Limited unfairly accepted him as being at fault for a motor insurance claim. What happened Mr D was involved in an accident while turning outside a pub on 23 October 2024. He made a claim on his motor insurance policy th... (3 pages)View decision