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-5834383
15 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5834383 The complaint Mr G and Mrs M complain Accredited Insurance (Europe) Ltd unfairly voided their home insurance policy following a theft claim. What happened In June 2024 Mr G and Mrs M took out a home insurance policy with Accredited. In November 2024 they reported a theft cl... (2 pages)View decision -
Decision Reference DRN-5554063
15 Oct 2025 EE Limited Not upheldConsumer CreditDRN-5554063 The complaint Miss M has complained about the way EE Limited treated her when she took out a fixed sum loan agreement with it to buy a new device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. B... (2 pages)View decision -
Decision Reference DRN-5809207
15 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5809207 The complaint Ms W’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy. Ms W says ARAG treated her unfairly and this led to her suffering considerable financial losses. In this decision all refer... (4 pages)View decision -
Decision Reference DRN-5879882
15 Oct 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5879882 The complaint Miss H’s complaint about St. James’s Place Wealth Management Plc (‘SJP’) concerns customer service failings, poor / miscommunication, and administrative failings since she has been a customer. Ms S has referred to delays in replying to enquires and constantly h... (13 pages)View decision -
Decision Reference DRN-5747808
15 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5747808 The complaint Mr J complained about the way The Co-operative Bank Plc “The Co-op” dealt with a claim he made for money back in relation to a purchase he’d made using his debit card. What happened The circumstances of the complaint are well known to both parties. So, I won’t... (4 pages)View decision -
Decision Reference DRN-5717705
15 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5717705 The complaint Mr G and Ms S complain that Ageas Insurance Limited declined a claim they made on their buildings insurance policy. As Mr G has primarily dealt with the matter, I’ll refer to him on behalf of Ms S for simplicity. What happened The circumstances of this compla... (3 pages)View decision -
Decision Reference DRN-5762114
15 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5762114 The complaint Mr R complains that Lloyds Bank PLC (“Lloyds”) rejected his claim under Section 75 Consumer Credit Act 1974 (“s.75”). What happened In the autumn of 2023 Mr R bought a car from a dealer. A few days later he wrote to the dealer to say he did not want to keep the... (10 pages)View decision -
Decision Reference DRN-5883097
15 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5883097 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (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... (20 pages)View decision -
Decision Reference DRN-5714826
15 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5714826 The complaint Mr D complains that Aviva Insurance Limited declined a claim he made on his home insurance policy for roof damage. Reference to Mr D or Aviva includes their respective representatives. What I’ve decided – and why I’ve considered all the available evidence and... (2 pages)View decision -
Decision Reference DRN-5850642
15 Oct 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5850642 The complaint Mr and Mrs S have complained about Haven Insurance Company Limited’s decision to avoid their home insurance policy and refuse their claim for damage to their home caused by a fire because of this. They have also complained about the way Haven handled their clai... (12 pages)View decision