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 124111 results
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Decision Reference DRN-5751244
27 Aug 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5751244 The complaint Ms S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim in relation to dental treatment which she paid for with credit it provided. What happened In July 2023 Ms S entered into a five-year fixed sum loan agreement with HFL to fun... (4 pages)View decision -
Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision -
Decision Reference DRN-5729805
27 Aug 2025 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-5729805 The complaint Mr B complains about how Ocaso SA, Compania de Seguros y Reaseguros handled a claim he made following damage to his property. Reference to Ocaso includes its agents. What happened Mr B benefits from a buildings insurance policy as the leaseholder of a property.... (4 pages)View decision -
Decision Reference DRN-5778207
27 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5778207 The complaint Mr R’s complaint is, in essence, that Shawbrook Bank Limited (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 1974 (as amended) (the ‘CCA’) and (2) deciding... (17 pages)View decision -
Decision Reference DRN-5771813
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5771813 The complaint Mrs S is unhappy with what Aviva Insurance Limited did after she made claims on her legal expenses insurance policy. What happened In May 2024 Mrs S sought assistance with a claim against her neighbour. She said he wasn’t taking action to repair a boundary wall... (3 pages)View decision -
Decision Reference DRN-5545816
27 Aug 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5545816 The complaint Mr K complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr K’s borrowing can be found below. loan number loa... (4 pages)View decision -
Decision Reference DRN-5609989
27 Aug 2025 Resolution Compliance Limited UpheldInvestmentsDRN-5609989 The complaint Mrs B complains Resolution Compliance Limited (“Revolut”) acted unfairly when it unilaterally sold the shares she held in her account. What happened Mrs B lives in Europe but held accounts with Revolut in the UK. Part of Revolut’s account offering included a s... (5 pages)View decision -
Decision Reference DRN-5768286
27 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5768286 The complaint Ms S has complained that Covea Insurance plc hasn’t fully paid out on a claim she made on a credit card payment protection insurance (PPI) policy. What happened Ms S became unemployed on 28 March 2024. She says she was unaware of the policy until the credit ca... (3 pages)View decision -
Decision Reference DRN-5766242
27 Aug 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5766242 The complaint Ms M complains about the way China Taiping Insurance (UK) Co Ltd (‘China Taiping’) handled a claim she made on her home insurance policy. References to China Taiping include their agents and contractors, for ease of reading. What happened The following is intend... (5 pages)View decision -
Decision Reference DRN-5633503
27 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5633503 The complaint Miss M has complained about Haven Insurance Company Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss M was involved in a serious road traffic accident when a pedestrian ran out in front of her veh... (2 pages)View decision
