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 401363 results
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Decision Reference DRN-5908446
15 Dec 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5908446 The complaint Mrs M complains that Fairmead Insurance Limited unfairly declined a claim she made on her home insurance policy. Mrs M is represented by Mr M for this claim so for ease of reference I will refer to Mr M throughout my decision. What happened Mrs M has home ins... (3 pages)View decision -
Decision Reference DRN-6020430
15 Dec 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6020430 The complaint Miss C has complained about the way Great Lakes Insurance UK Limited has dealt with a claim for flood damage under her home insurance policy. What happened In November 2024 Miss C’s home was unfortunately damaged by flood. A second flood happened around a week ... (3 pages)View decision -
Decision Reference DRN-6022695
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6022695 The complaint Mr M complains that HSBC UK Bank Plc didn’t do enough to prevent him losing money to what he now believes was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key ev... (3 pages)View decision -
Decision Reference DRN-5896001
15 Dec 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5896001 The complaint Ms T is unhappy that Zopa bank has defaulted her hire purchase agreement. What happened Ms T was in arrears on her hire purchase agreement with Zopa. Because of this, she was paying her monthly repayments plus an extra amount to clear the arrears. In March her ... (3 pages)View decision -
Decision Reference DRN-6005417
15 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-6005417 The complaint Mr N complained that U K Insurance Limited (“UKI”) unfairly accepted liability for an accident he was involved in, that it paid too little to settle his claim, and took too long to process the matter, under his motor insurance policy. What happened Mr N was in... (5 pages)View decision -
Decision Reference DRN-5984743
15 Dec 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5984743 The complaint Mrs J has complained about how Fortegra Europe Insurance Company Ltd (Fortegra) dealt with a claim under her furniture warranty policy. References to Fortegra include companies acting on its behalf. What happened Mrs J made a claim for damage to a dining tabl... (3 pages)View decision -
Decision Reference DRN-6022555
15 Dec 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6022555 The complaint Miss K complains that Stellantis Financial Services UK Limited (“SFS”) incorrectly recorded a missed car finance payment which has negatively impacted her credit file. When I refer to what Miss K said and what SFS said, it should also be taken to include thing... (3 pages)View decision -
Decision Reference DRN-6021154
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6021154 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (4 pages)View decision -
Decision Reference DRN-6015718
15 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6015718 The complaint Mr W is unhappy with how Santander UK Plc considered his claim for a refund for a sofa. Mr W has been represented at times by his partner, but to keep things simple, I’ve only referred to Mr W. What happened In November 2022, Mr W bought a bespoke riser recline... (6 pages)View decision -
Decision Reference DRN-5793048
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793048 The complaint Mrs R complains that Bank of Scotland plc (“BoS”) acted irresponsibly by providing her with an overdraft facility and failed to take steps to stop her using her account for gambling transactions. What happened BoS agreed to give Mrs R an overdraft in May 2019 ... (2 pages)View decision