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-5898534
15 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5898534 The complaint Mr and Mrs A are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on their annual, multi-trip, ‘bronze’ travel insurance policy (‘the policy’). The claim was for out-of-pocket expenses connected to Mrs A fainting at the airport at the int... (4 pages)View decision -
Decision Reference DRN-6002206
15 Dec 2025 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-6002206 The complaint Mr L, initially via a representative, has complained that AIB Group (UK) Plc trading as Allied Irish Bank (GB) (“AIB”) failed to refund the money he lost as part of an investment What happened The details of this complaint are well known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-5864888
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5864888 The complaint Mrs H complains that Shawbrook Bank Limited has unfairly refused to write off her outstanding debt on medical grounds. What happened Mrs H has an outstanding debt with Shawbrook. Due to ill health, Mrs H says she is unable to work and has supplied evidence of t... (2 pages)View decision -
Decision Reference DRN-5967774
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5967774 The complaint Mr F says Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (who I’ll call Novuna) were unreasonable to default his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overv... (2 pages)View decision -
Decision Reference DRN-5861832
15 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5861832 The complaint Mrs L complains Domestic & General Insurance Plc (D&G) has cancelled her extended warranty insurance policies. Mrs L is being represented in this complaint by her husband Mr L. What happened The circumstances of this complaint will be well known to all ... (2 pages)View decision -
Decision Reference DRN-5913211
15 Dec 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5913211 The complaint Ms K complains about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim she made on her home insurance policy. What happened Ms K held an insurance policy with Lloyds which covered her property. She contacted them to raise a claim for an ... (4 pages)View decision -
Decision Reference DRN-5875895
15 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5875895 The complaint Mr R is unhappy that Lendable Ltd failed to provide him with appropriate support in relation to a fixed sum loan agreement he had with them. What happened On 31 August 2023, Mr R took out a fixed sum loan agreement with Lendable. The agreement was for £5,000 o... (3 pages)View decision -
Decision Reference DRN-6022061
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6022061 The complaint Mr S is unhappy that Lloyds Bank PLC has closed his local branch. What happened Lloyds wrote to Mr S to let him know that they had taken the decision to close his local branch. Mr S was unhappy with this decision so contacted Lloyds to let them know. He said he... (2 pages)View decision -
Decision Reference DRN-6021995
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6021995 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna (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) (t... (12 pages)View decision -
Decision Reference DRN-5763635
15 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5763635 The complaint Ms B complains about how Aviva Life & Pensions UK Limited (Aviva) administered her reviewable whole of life policy (RWOL). What happened Ms B took out a RWOL policy following advice by a firm Aviva has since taken over when she was looking to take out a mo... (4 pages)View decision