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 380824 results
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Decision Reference DRN-5708430
20 Oct 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5708430 The complaint Mr and Mrs J complain that Lemonade Insurance N.V. declined a claim they made on their contents insurance policy. As Mr J has primarily dealt with the matter, I’ll refer to him on behalf of Mrs J for simplicity. What I’ve decided – and why I’ve considered all... (2 pages)View decision -
Decision Reference DRN-5582432
20 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5582432 The complaint Miss B has complained that Admiral Insurance (Gibraltar) Limited never explained that its benefit of cover for a special diet in her pet policy was only limited to a special diet related to bladder stones or crystals in the urine of any pet insured. What happe... (3 pages)View decision -
Decision Reference DRN-5882405
20 Oct 2025 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5882405 The complaint Mr B complains Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined his claim on his Let Property insurance policy. All references to Chaucer include its agents. I understand Mr B’s raised a separate complaint about the incident d... (4 pages)View decision -
Decision Reference DRN-5693784
20 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5693784 The complaint Mr H complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his claim. What happened In, or around, September 2023, Mr H purchased a carpet from a retailer I’ll refer to as ‘T’. T is no longer trading. Mr H ra... (2 pages)View decision -
Decision Reference DRN-5808133
20 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5808133 The complaint M, a limited company, complains about HSBC UK Bank Plc’s decision to decline their account application. M is represented by Miss H, a director. What happened In January 2025 Miss H submitted an application for M to open an account with HSBC. But after reviewi... (2 pages)View decision -
Decision Reference DRN-5806334
20 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5806334 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (‘MI’) was of an unsatisfactory quality. What happened In August 2023, Mr M was supplied with a used car through a hire purchase agreement with MI. He pa... (4 pages)View decision -
Decision Reference DRN-5858950
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5858950 The complaint Mr Z complains how National Westminster Bank Plc (NatWest) processed an ISA transfer he requested. As a result, Mr Z has suffered stress, lost time, and inconvenience. What happened The circumstances that led to the complaint are well known by both parties, so... (3 pages)View decision -
Decision Reference DRN-5820618
20 Oct 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5820618 The complaint Mr B has complained about Fortegra Europe Insurance Company Ltd, his motor warranty insurer, because it declined his claim for a leaking radiator. What happened In April 2024 Mr B had his car in for a routine service. He’d owned the car for about a year and h... (2 pages)View decision -
Decision Reference DRN-5731531
20 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5731531 The complaint Mr P complains about how Advantage Insurance Company Limited (Advantage) settled a claim made on his motor insurance policy. What happened In April 2025 Mr P’s vehicle was involved in an accident when his vehicle collided with a van. At the time, Mr P was cha... (2 pages)View decision -
Decision Reference DRN-5857224
20 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5857224 The complaint Ms B is unhappy that a debt she owed under a credit card facility provided by Capital One (Europe) plc (‘Capital One’) was sold to a third-party debt collection agency (‘DCA’). What happened Ms B opened a credit card account with Capital One in June 2016. In Ma... (2 pages)View decision
