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
-
Decision Reference DRN-5855600
18 Nov 2025 RAC Insurance Limited Not upheldInsuranceDRN-5855600 The complaint Mrs D is unhappy with the decision made by RAC Insurance Limited (RAC) following a claim made under her breakdown insurance policy. What happened Mrs D purchased breakdown cover with RAC. The terms and conditions explained: If your vehicle breaks down in Euro... (2 pages)View decision -
Decision Reference DRN-5811239
18 Nov 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5811239 The complaint Mrs S has complained that Domestic & General Insurance Plc (D&G’) declined to repair her washing machine under her appliance insurance policy. For the avoidance of doubt, the term D&G includes reference to D&G’s agents, representatives and contr... (3 pages)View decision -
Decision Reference DRN-5956618
18 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5956618 The complaint Mrs E and Mr J complain because Admiral Insurance (Gibraltar) Limited has only paid part of their travel insurance claim. What happened Mrs E and Mr J were insured under a travel insurance policy provided by Admiral, which covered certain pre-existing medical c... (4 pages)View decision -
Decision Reference DRN-5848062
18 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5848062 The complaint Miss G says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Miss G took out two loans from Updraft. The first, in February 2024, was for £3,500 over 37 months. The monthly repayments were £148.41 and the total repayable was £5,437.82... (3 pages)View decision -
Decision Reference DRN-5839909
18 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5839909 The complaint Ms A complains that HSBC UK Bank Plc ought to have done more to protect her from fraud and recover her losses. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around July 2024, Ms ... (4 pages)View decision -
Decision Reference DRN-5723817
18 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5723817 The complaint Mr S complained that Ageas Insurance Limited (“Ageas”) dealt unfairly with a claim made against his motor insurance policy. What happened In January 2025 Mr S received a text message and letter from Ageas. It told him a third party (“TP”) had been involved in a... (3 pages)View decision -
Decision Reference DRN-5767677
18 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5767677 The complaint Miss H complains Capital One (Europe) plc (Capital One) incorrectly recorded a missed payment on her credit file. What happened Miss H complains Capital One marked her credit file in March 2025 as having a missed payment, even though she corrected this by makin... (2 pages)View decision -
Decision Reference DRN-5766807
18 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5766807 The complaint Mr P complains Wise Payments Limited cancelled a payment a third party made into his account. What happened Mr P explained a client arranged a transfer into his Wise account in early February 2025. Mr P said Wise contacted him the same day stating it had cancel... (3 pages)View decision -
Decision Reference DRN-5957671
18 Nov 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5957671 The complaint Mr J complains that Domestic & General Insurance Plc (‘D&G’) failed to cancel a warranty for an appliance that had been replaced. What happened In February 2025, Mr J discovered he had two D&G warranties for two tumble dryers during a review of his ... (3 pages)View decision -
Decision Reference DRN-5955275
18 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5955275 The complaint Miss C complains that Pinnacle Insurance Limited declined a claim on her pet insurance policy. What happened In June 2024 Miss C made a claim on the pet insurance she had in place at that time for treatment costs relating to septic arthritis on one of her dog’s... (3 pages)View decision