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 123872 results
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Decision Reference DRN-5712036
8 Aug 2025 Michael Pettifer Insurance Brokers Ltd UpheldInsuranceDRN-5712036 The complaint Miss L and Mr L are unhappy with what Michael Pettifer Insurance Brokers Ltd (MPI) did following a claim on their travel insurance policy. Although the policy is in joint names as the claim relates to Miss L I’ll mainly refer to her in this decision. What happe... (2 pages)View decision -
Decision Reference DRN-5637613
8 Aug 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5637613 The complaint Mr H complains about how Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) has administered a credit card he has with it. He also thinks that the card was miss-sold to him. Mr H’s complaint has been brought by a representative and I’ve referred to... (5 pages)View decision -
Decision Reference DRN-5631713
8 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5631713 The complaint Mr and Mrs P complain Inter Partner Assistance SA (IPA) turned down a legal expenses claim they made. Although the policy is in joint names, as the claim involves Mrs P, I’ll mainly refer to her in this decision. What happened Mrs P suffered an injury while abr... (3 pages)View decision -
Decision Reference DRN-5742872
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5742872 The complaint Miss M’s complaint is about her mortgage with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). She is unhappy with the service she received when she was attempting put in place a plan to clear the arrears on her account and arrange a new interest rat... (5 pages)View decision -
Decision Reference DRN-5739961
8 Aug 2025 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5739961 The complaint Mr and Mrs H’s complaint is about a mortgage they had with Mortgage Agency Services Number Five Limited (MAS5). They are unhappy that they were unable to attach new interest rate products to their mortgage during the term and say they were mortgage prisoners. T... (5 pages)View decision -
Decision Reference DRN-5742805
7 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5742805 The complaint Miss K complains about the quality of a car she acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Miss K and BH said or did, it should also be taken to include things said or done on their behalf. What happened In No... (9 pages)View decision -
Decision Reference DRN-5669533
7 Aug 2025 Premier Insurance Company Limited UpheldInsuranceDRN-5669533 The complaint Mrs S complains that Premier Insurance Company Limited (“Premier”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car, made by a premium-brand car-maker and ... (4 pages)View decision -
Decision Reference DRN-5742647
7 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5742647 The complaint Mrs F complains that NewDay Ltd trading as Aqua (“Aqua”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. Mrs F also complains about NewDay cancelling her account without notice, causing her issue... (5 pages)View decision -
Decision Reference DRN-5392979
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5392979 The complaint Mr B and C – a limited company – complain about the way Aviva Insurance Limited (“Aviva”) settled a claim made on Mr B’s motor insurance policy, following a vehicle leased by C being stolen. What happened C entered into a lease agreement for a new car in July ... (4 pages)View decision -
Decision Reference DRN-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision
