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 130332 results
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Decision Reference DRN-6015670
5 Mar 2026 Protector Insurance UK UpheldInsuranceDRN-6015670 The complaint Mr D is unhappy with how Protector Insurance UK has handled a claim made on his leasehold property insurance policy. Any reference to Protector includes the actions of its agents What happened The circumstances of this complaint are well known to both parties. ... (2 pages)View decision -
Decision Reference DRN-6168056
5 Mar 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6168056 The complaint Mr B complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a conditional sale agreement with Moneybarn that he electronic... (4 pages)View decision -
Decision Reference DRN-6164023
5 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6164023 The complaint Mr and Mrs H complained that Lloyds Bank PLC have changed its process for completing transactions in branch and says this doesn’t account for individual circumstances. Mr H is the main complainant so I will refer to just him for ease of reading. What happened ... (3 pages)View decision -
Decision Reference DRN-5990244
5 Mar 2026 U K Insurance Limited UpheldInsuranceDRN-5990244 The complaint Ms S is unhappy that U K Insurance Limited (“UKI”) declined a claim under her home insurance policy. What happened Ms S made a claim to UKI on 11 January 2025 after her flat had been damaged by a water leak. She was living abroad at the time and had been since... (3 pages)View decision -
Decision Reference DRN-6090274
5 Mar 2026 Vitality Health Limited UpheldInsuranceDRN-6090274 The complaint Mrs M complains about the service she received from Vitality Health Limited when she made a claim on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of t... (4 pages)View decision -
Decision Reference DRN-6159323
5 Mar 2026 Debt Support Service Limited UpheldConsumer CreditDRN-6159323 The complaint Mr U complains Debt Support Service Limited (DSS) failed to administer his debt management plan (DMP) correctly leading to him incurring losses. A representative has supported Mr U in bringing this complaint, but for simplicity I’ll just refer to him in this de... (3 pages)View decision -
Decision Reference DRN-6202620
5 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6202620 The complaint A company which I’ll call ‘M’ complains that HSBC UK Bank Plc didn’t do enough to prevent the loss it suffered when it sent several payments to an account held with the bank as a result of a scam. The complaint is brought on M’s behalf by its director, who I’l... (4 pages)View decision -
Decision Reference DRN-6200701
5 Mar 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6200701 The complaint Mr F complains about the quality of a car supplied on finance by CA AUTO FINANCE UK LTD (‘CA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (5 pages)View decision -
Decision Reference DRN-6177381
5 Mar 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6177381 The complaint Mr S complains about AXA Insurance UK Plc’s decision to decline a claim made under his property insurance policy, and about delays and poor service in their handling of that claim. What happened The background to this case is well known to both parties, so I’ll... (4 pages)View decision -
Decision Reference DRN-6185647
5 Mar 2026 Jarvis Investment Management Limited UpheldInvestmentsDRN-6185647 The complaint Mr D complains that Jarvis Investment Management Limited sold shares held with it, without his authority, and then applied excessive charges. He said Jarvis sold the shares below market value, causing him financial loss. What happened Mr D held shares in TUI t... (3 pages)View decision