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-5876979
14 Oct 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5876979 The complaint Mr and Mrs S have complained that Great Lakes Insurance UK Limited (“GLI”) unfairly declined their claim after they had to change their travel plans. What happened Mr and Mrs S took a trip to Australia in early 2025. They arranged to fly into the country and fl... (3 pages)View decision -
Decision Reference DRN-5652613
14 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5652613 The complaint Mr A has complained about the way Liverpool Victoria Insurance Company Limited dealt with the claim he made under his motor insurance policy. He’s unhappy about the way they settled liability and recorded the claim. What happened Mr A was involved in an acciden... (2 pages)View decision -
Decision Reference DRN-5607618
14 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5607618 The complaint Mrs R complains Shop Direct Finance Company Limited trading as very (SDFCL) handled her claim under section 75 Consumer Credit Act 1974 (“section 75”) unfairly. She said she’s entitled to a refund because both the washing machine and dryer she bought are faulty... (4 pages)View decision -
Decision Reference DRN-5880340
14 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5880340 The complaint Mr S complains about the satisfactory quality of a car supplied to him using a hire purchase agreement taken out with BMW Financial Services(GB) Limited (“BMWFS”). Mr S also believes there was a misrepresentation in relation to a subscription service which coul... (6 pages)View decision -
Decision Reference DRN-5586287
14 Oct 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5586287 The complaint Mr M complains Rooftop Mortgages Limited trading as Rooftop Mortgages (Rooftop) declined his request to sell his property at less than the amount he owed on his mortgage in 2023. It agreed to a shortfall sale in 2024, but the shortfall was significantly more at... (3 pages)View decision -
Decision Reference DRN-5762903
14 Oct 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5762903 The complaint Mr M complains that AA Underwriting Insurance Company Limited (AA) has held him partially responsible for an accident after he made a claim against his car insurance policy. What happened In September 2024 AA were notified that Mr M was involved in a car acci... (2 pages)View decision -
Decision Reference DRN-5865427
14 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5865427 The complaint Mr J complains Aviva Insurance Limited unfairly accepted him as being at fault for a motor insurance claim. What happened Mr J was involved in an accident with another car in June 2024. He was driving down a one lane country road when there was a collision bet... (3 pages)View decision -
Decision Reference DRN-5821428
14 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5821428 The complaint Mr C complains National Westminster Bank Plc (NatWest) failed to carry out proper financial checks before it approved a loan for him. What happened Mr C says NatWest approved a loan of £7,000 for him in April 2024 at a time when he was already under financial p... (3 pages)View decision -
Decision Reference DRN-5868666
14 Oct 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5868666 The complaint Mr R’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy which C&G declined. Mr R says C&G treated him unfairly and wants them to pay his claim. What happened The details of... (4 pages)View decision -
Decision Reference DRN-5794554
14 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5794554 The complaint Mr G complains that Nationwide Building Society has failed to prevent unauthorised direct debits being set up on his account, and after closing the account on his new account with another provider. What happened Mr G said for almost 10 years he has experienced... (3 pages)View decision