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
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Decision Reference DRN-5737692
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5737692 The complaint Ms L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) have repeatedly blocked her card causing her inconvenience. What happened Ms L complained that NatWest has blocked her card on three occasions in the past year without notice, and sh... (3 pages)View decision -
Decision Reference DRN-5699325
17 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5699325 The complaint Shop Direct Finance Company Limited trading as very provided Mr E with a catalogue account in 2022. It had a credit limit of £750. Mr E says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-5699717
17 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5699717 The complaint Miss K complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services (UK) Limited trading as Mercedes-Benz Finance (“MBF”) wasn’t of satisfactory quality when it was supplied to her. Miss K also complains that the agreemen... (4 pages)View decision -
Decision Reference DRN-5872082
17 Oct 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5872082 The complaint Mr A complains about poor claims handling and customer service by Marshmallow Insurance Limited. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, in late January 2025, Mr A’s un... (4 pages)View decision -
Decision Reference DRN-5889548
17 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5889548 The complaint Mrs P is unhappy with the service she’s received from Aviva Insurance Limited when her private medical insurance policy (‘the policy’) came up for renewal, and since. What happened The details of this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5621347
17 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5621347 The complaint The Estate of Mr M complains that Toyota Financial Services (UK) PLC (“TFS”) irresponsibly provided Mr M with an unaffordable regulated hire purchase agreement. This complaint has been brought by Mr and Mrs H, acting in their capacity as executors of Mr M’s es... (4 pages)View decision -
Decision Reference DRN-5883305
17 Oct 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5883305 The complaint Ms L complains that Astrenska Insurance Limited hasn’t reimbursed her for costs she incurred after an airline cancelled her pre-booked flight ticket. It seems Ms L feels these costs should be covered by the trip disruption cover provided under a travel insuranc... (2 pages)View decision -
Decision Reference DRN-5888530
17 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5888530 The complaint Mrs F complains about how esure Insurance Limited (“esure”) handled a claim and decided liability for a collision under her car insurance policy. Mrs F was a passenger in the car which was being driven by a family member (Mr F) when the collision happened. But ... (6 pages)View decision -
Decision Reference DRN-5818158
17 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5818158 The complaint Mr T complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. Mr T referred his complaint to this service with the help of a professional representative. However, for ea... (4 pages)View decision -
Decision Reference DRN-5889413
17 Oct 2025 IG Markets Limited UpheldInvestmentsDRN-5889413 The complaint Mr S complains IG Markets Limited has failed to take action and support him when making a compensation claim in relation to shares it held on his behalf. He says its inaction has directly impaired his ability to pursue a compensation claim. What happened Since... (7 pages)View decision