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-5841820
26 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5841820 The complaint Mr G complains that Advantage Insurance Company Limited (Advantage) unfairly recorded a fault claim against him following a collision with a third party. What happened Mr G insured a car with Advantage. He contacted Advantage as he’d been involved in a collisio... (2 pages)View decision -
Decision Reference DRN-5809971
26 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5809971 The complaint Mr P complains that Zurich Insurance Company Ltd declined his claim against a travel insurance policy. Reference to Zurich includes its agents. What happened Mr P has the benefit of a group travel insurance policy as part of a bank account. The policy is under... (4 pages)View decision -
Decision Reference DRN-5833421
26 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5833421 The complaint A limited company, which I have referred to as C, complains about the handling and settlement of its commercial property and business interruption insurance claim. What happened The following is intended only as a summary of the main events and arguments. Addit... (9 pages)View decision -
Decision Reference DRN-5843962
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5843962 The complaint Mrs F complains about the service she received from NewDay Ltd trading as Aqua. What happened Mrs F had an Aqua credit card account. After she raised an irresponsible lending complaint, Aqua closed her account and agreed a payment holiday. Mrs F was unhappy to ... (4 pages)View decision -
Decision Reference DRN-5359685
26 Sep 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5359685 The complaint Mrs O complains Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”), handled her claim under section 75 of the Consumer Credit Act 1974 unfairly. What happened As the facts are well-known to both parties, I’ve set out the key events bel... (4 pages)View decision -
Decision Reference DRN-5603980
26 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5603980 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) failed to carry out sufficient affordability checks prior to lending to him, resulting in him experiencing financial hardship. Mr H is represented in ... (5 pages)View decision -
Decision Reference DRN-5355221
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5355221 The complaint Mr C complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions and being made by Mr C directly. What happened Th... (3 pages)View decision -
Decision Reference DRN-5842624
26 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5842624 The complaint A limited company, which I will call B, has complained about the handling of a claim under its commercial vehicle insurance policy with Allianz Insurance Plc. Mr J, as director of B, has brought the complaint on its behalf. What happened In May 2023, Allianz wa... (5 pages)View decision -
Decision Reference DRN-5794751
26 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5794751 The complaint Mr B complains that Bank of Scotland plc trading as Halifax blocked his credit card and he couldn’t resolve this while he was overseas. What happened Mr B says that while he was overseas, Halifax repeatedly blocked his credit card due to potential fraud concern... (3 pages)View decision -
Decision Reference DRN-5844004
26 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5844004 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr G also complains that his relationship with Lloyds was unfair as he was allowed to rely on high-cost debt, an... (5 pages)View decision