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 392389 results
-
Decision Reference DRN-5744716
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5744716 The complaint Mr R is unhappy that Aviva Insurance Limited (“Aviva”) refused to reimburse the cost of a replacement lock under his home emergency policy. Any reference to Aviva should be taken to include anything said or done by its agents. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-5920487
5 Nov 2025 UnitedHealthcare Insurance dac Not upheldInsuranceDRN-5920487 The complaint Miss G complains that UnitedHealthcare Insurance dac (UHI) has turned down a claim she made on a group private medical insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I... (4 pages)View decision -
Decision Reference DRN-5828539
5 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5828539 The complaint Mrs F is unhappy with how she has been treated by Bank of Scotland plc (BOS), in relation to a buy-to-let (BTL) mortgage. She says the bank’s actions have caused her a substantial financial loss, as well as considerable emotional distress and inconvenience. Wha... (5 pages)View decision -
Decision Reference DRN-5485941
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485941 The complaint Ms C complains that Nationwide Building Society (“Nationwide”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explain... (2 pages)View decision -
Decision Reference DRN-5929968
5 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5929968 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’) acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr and Mrs K purchased membershi... (2 pages)View decision -
Decision Reference DRN-5910947
5 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5910947 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened In February 2017 Miss A applied for a credit card with Vanquis. The application was accepted, and Vanquis provided Miss A with an initial limit of £500. In July 2017 Va... (3 pages)View decision -
Decision Reference DRN-5929996
5 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5929996 The complaint Mr and Mrs S’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (22 pages)View decision -
Decision Reference DRN-5730984
5 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5730984 The complaint Mr H is unhappy with UK Insurance Limited’s (UKI) handling and settlement of a claim he made under his motor insurance policy. What happened Mr H made a claim under his motor insurance policy after he was involved in an accident. Mr H has complained that UKI un... (4 pages)View decision -
Decision Reference DRN-5839191
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5839191 The complaint Mrs J’s complaint is about a claim she made on her Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy, which was declined. Mrs J says that Aviva treated her unfairly. In this decision all references to Aviva include their claims handlers. What ha... (3 pages)View decision -
Decision Reference DRN-5677022
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677022 The complaint Mr L complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our... (4 pages)View decision