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 391431 results
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Decision Reference DRN-5934456
18 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5934456 The complaint Mr J has complained that Inter Partner Assistance SA (IPA) has delayed in assessing a claim he made on a travel insurance policy. What happened Mr J was due to go on a trip abroad in December 2024. Unfortunately, he suffered a serious medical event in October ... (2 pages)View decision -
Decision Reference DRN-5825097
18 Nov 2025 Key Retirement Solutions Limited Not upheldMortgagesDRN-5825097 The complaint Miss R complains about the service provided by Key Retirement Solutions Limited (KRS) when it was giving her lifetime mortgage advice. What happened Miss R had a mortgage with a lender that was due to repaid. She wanted a lifetime mortgage to repay her existing... (4 pages)View decision -
Decision Reference DRN-5878710
18 Nov 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5878710 The complaint Mr B complains about the quality of a car that was supplied through a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai). What happened In November 2023, Mr B acquired a new car through a conditional sale agreement w... (4 pages)View decision -
Decision Reference DRN-5782453
18 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5782453 The complaint Mr O complains that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), increased his insurance premium after he was involved in a non-fault accident despite saying it wouldn’t. What happened In July 2024 Mr O was involved in a non-fault acci... (3 pages)View decision -
Decision Reference DRN-5696044
18 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5696044 The complaint Mr and Mrs H complain about how Great Lakes Insurance UK Limited settled a claim under their travel insurance policy. What happened Mr and Mrs H had an annual multi-trip travel insurance policy which covered them between 1 July 2024 and 30 June 2025. Their pol... (3 pages)View decision -
Decision Reference DRN-5907808
18 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5907808 The complaint Mr K complains that National Westminster Bank Public Limited Company (NatWest) closed his accounts without providing a proper explanation. He says this caused him unnecessary stress and worry. What happened Mr K had accounts with NatWest. In June 2025, NatWes... (3 pages)View decision -
Decision Reference DRN-5601562
18 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5601562 The complaint Mrs K is unhappy Lloyds Bank Plc (“Lloyds”) won’t refund her a number of payments she made as the result of a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail again here. H... (3 pages)View decision -
Decision Reference DRN-5853862
18 Nov 2025 Wakam Not upheldInsuranceDRN-5853862 The complaint Mr W is complaining Wakam declined a claim he made on his buildings insurance policy. Wakam has used a loss adjuster to handle the claim on its behalf. But, for ease of reference, I shall refer to any of the loss adjuster’s actions as been carried out by Wakam.... (2 pages)View decision -
Decision Reference DRN-5717173
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5717173 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (trading as Hitachi 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 19... (14 pages)View decision -
Decision Reference DRN-5892794
18 Nov 2025 Home Credit Limited UpheldConsumer CreditDRN-5892794 The complaint Mr I complains that Home Credit Limited (“HCL”) lent to him irresponsibly in that it failed to carry out the right checks before lending and if it had, it would have recognised he could not afford the loans. What happened Here is a brief table of the lending Mr... (3 pages)View decision