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-6019679
13 Dec 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-6019679 The complaint Mr L has complained about the way Marshmallow Insurance Limited handled his claim under his motor insurance policy. What happened Mr L discovered damage to the door of his car in July 2024, and he claimed on his motor insurance policy. Marshmallow accepted the ... (4 pages)View decision -
Decision Reference DRN-6019672
13 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6019672 The complaint Ms M has complained about the way Society of Lloyd's trading as Lloyd's of London dealt with a claim she made under her car insurance policy. What happened On 27 January 2025 Ms M was involved in an incident with a third party vehicle. Ms M complained... (4 pages)View decision -
Decision Reference DRN-6019671
13 Dec 2025 Astrenska Insurance Limited UpheldInsuranceDRN-6019671 The complaint Mr and Mrs C have complained about the way Astrenska Insurance Limited dealt with their claim when they sought assistance under their Breakdown Cover policy. Mrs C is the lead complainant. For ease of reference I shall refer to Mrs C on behalf of both Mr and Mr... (5 pages)View decision -
Decision Reference DRN-5978952
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5978952 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision -
Decision Reference DRN-6019017
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6019017 The complaint Mrs B and Mr B complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs B and Mr ... (14 pages)View decision -
Decision Reference DRN-5793879
12 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5793879 The complaint Mrs L complains about STARTLINE MOTOR FINANCE LIMITED in that she says it approved three separate car finance agreements in succession when proper checks carried out by it would have shown she could not afford these. What happened Here is a table giving some de... (4 pages)View decision -
Decision Reference DRN-5878479
12 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5878479 The complaint Mr K has complained that his motor insurer, Haven Insurance Company Limited (‘Haven’), refused to deal with a claim he made on his policy and then proceeded to avoid it. What happened In April 2025 Mr K was involved in an accident where he said a cyclist made ... (3 pages)View decision -
Decision Reference DRN-5990403
12 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5990403 The complaint Ms B complains that First Central Underwriting Limited unfairly charged her an additional premium for her motor insurance policy, which led to the policy being cancelled. What happened Ms B bought a First Central policy online. Shortly afterwards First Central ... (4 pages)View decision -
Decision Reference DRN-5990489
12 Dec 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5990489 The complaint Ms B complains about the charges First Central Insurance Management Limited applied on the cancellation of her motor insurance policy. What happened First Central is the broker and insurance intermediary which administered Ms B’s motor insurance policy on behal... (2 pages)View decision -
Decision Reference DRN-5948858
12 Dec 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5948858 The complaint Mr N complains Skrill Limited (“Skrill”) closed his account with immediate effect after asking him for proof of address documentation. Mr N accepts he provided a fake one and says Skrill should review its position now that he has a genuine one. What happened Th... (2 pages)View decision