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-5805407
10 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5805407 The complaint Ms P and Mr S are unhappy about how a claim made on a legal expenses insurance policy has been dealt with by ARAG Legal Expenses Insurance Company Limited. What happened The details of the complaint are well known to both parties, so I won’t go over them in ful... (2 pages)View decision -
Decision Reference DRN-5585820
10 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5585820 The complaint Mr G through his representatives complain that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Lending Stream lent Mr G four loans, from the information provided the lending history is as follows: Loan number Start date ... (4 pages)View decision -
Decision Reference DRN-5843354
10 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5843354 The complaint N, a company represented by its directors, has complained about its vehicle insurer Aviva Insurance Limited regarding how it handled a claim made when the vehicle was hit by another car, resulting in N’s vehicle being declared a total loss. What happened N’s v... (5 pages)View decision -
Decision Reference DRN-5766245
10 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5766245 The complaint Mr C complains about the way Admiral Insurance (Gibraltar) Limited valued his car after he made a claim under his car insurance policy. What happened Mr C’s car was stolen so he made a claim under his car insurance policy with Admiral. Admiral accepted the clai... (3 pages)View decision -
Decision Reference DRN-5793311
10 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5793311 The complaint Mr and Mrs G are unhappy with the way Liverpool Victoria Insurance Company Limited (“LV”) handled their escape of water claim. Mr and Mrs G had a joint policy for buildings insurance underwritten by LV. For ease of reading, I’ll refer mainly to Mr G throughout ... (5 pages)View decision -
Decision Reference DRN-5337909
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5337909 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the money she lost when she fell victim to what she believes to be a scam. What happened The detailed background to this complaint is well known to both parties and was set... (4 pages)View decision -
Decision Reference DRN-5601196
10 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5601196 The complaint Mrs K complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. What happened 118 118 Money lent Mrs K a loan in April 2024 for £1,000. Mrs K has an outstanding balance on the account and the loan hasn’t been fully repaid. When ... (2 pages)View decision -
Decision Reference DRN-5868103
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5868103 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss S is professionally represented, however, to keep things simple, I’ll refer to Miss S throughout my decision. What happened The details of the complaint are we... (2 pages)View decision -
Decision Reference DRN-5756563
10 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5756563 The complaint Mr F complains that a used car he acquired under a PCP agreement (“agreement”) with CA AUTO FINANCE UK LTD (“CA AUTO”) was misrepresented to him. And he says had it not been, he wouldn’t have acquired the car, and he wouldn’t have entered into the agreement. Wh... (4 pages)View decision -
Decision Reference DRN-5823107
10 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5823107 The complaint Miss S complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) didn’t reimburse her after she reported falling victim to a scam. She wants her losses refunded along with 8% statutory interest. Miss S is represented by a third party but for ease of refer... (5 pages)View decision