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 393318 results
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Decision Reference DRN-5714874
10 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5714874 The complaint Mr M complained that Tradex Insurance Company PLC had wrongly valued his car under his motor insurance policy. What happened Mr M’s car was damaged in an accident on about 28 December 2023. Tradex didn’t inspect it and decide that it was uneconomical to repair... (3 pages)View decision -
Decision Reference DRN-5516105
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516105 The complaint Mr T complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (2 pages)View decision -
Decision Reference DRN-5894974
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5894974 The complaint Mr H is unhappy with how Revolut Ltd dealt with his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Mr H booked a five-day apartment stay, from 23 Jun... (3 pages)View decision -
Decision Reference DRN-5924871
10 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5924871 The complaint Mr R complains U K Insurance Limited (“UKI”) hasn’t responded fairly to a loss of rent claim on his landlord insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fa... (3 pages)View decision -
Decision Reference DRN-5872505
10 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5872505 The complaint Mr F complains that INTACT INSURANCE UK LIMITED has unfairly declined a claim under his pet insurance policy. Where I refer to Intact, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5921059
10 Nov 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5921059 The complaint Mrs C complains that when her buildings and contents policy came up for renewal in September 2024 HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) excluded cover for subsidence, heave and landslip. What happened Mrs C had cover for her ... (3 pages)View decision -
Decision Reference DRN-5931213
10 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5931213 The complaint Miss B complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. What happened Miss B was provided with a £7,500 loan by Updraft in February 2023. The loan term was 60 months and Miss B was required to make 59 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-5735236
10 Nov 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5735236 The complaint Mr A complained that a car he acquired, using finance from Zopa Bank Limited, wasn’t of satisfactory quality. What happened On 1 May 2024, Mr A entered into a finance agreement with Zopa for a used car. But in the June, he reported issues with the car, and the ... (3 pages)View decision -
Decision Reference DRN-5859013
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5859013 The complaint Mrs H’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs H says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (3 pages)View decision -
Decision Reference DRN-5779444
10 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5779444 The complaint Mr and Mrs N complain that an appointed representative of Openwork Limited mis-sold them a mortgage. In particular, they’re unhappy that it recommended a two year fixed rate rather than a five year fixed rate, and they’re unhappy about the length of the mortgag... (5 pages)View decision