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-5901424
12 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5901424 The complaint Zopa Bank Limited (Zopa) provided Mrs N with a loan of £17,000 for home improvements in 2021. Mrs N says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The f... (2 pages)View decision -
Decision Reference DRN-5978143
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978143 The complaint Mr H complains that Monzo Bank Ltd registered a Cifas marker against him and closed his account. As a resolution to his complaint, he wanted the immediate removal of the marker, an apology and £300 compensation for the distress and inconvenience caused. The de... (3 pages)View decision -
Decision Reference DRN-5880176
12 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5880176 The complaint S a limited company and residents association complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its residential property owners insurance policy. S is represented by its director, Mr K. What happened In January 2023... (4 pages)View decision -
Decision Reference DRN-5889457
12 Dec 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5889457 The complaint Mr G has complained that OneSavings Bank Plc trading as Kent Reliance (“Kent Reliance”) didn’t send him enough application forms to open new Demelza accounts. Mr G has also complained that he’d sent statements for 11 accounts, but Kent Reliance initially said i... (3 pages)View decision -
Decision Reference DRN-5960749
12 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5960749 The complaint Miss M has complained that Admiral Insurance (Gibraltar) Limited declined a claim she made on an annual travel insurance policy, voided the policy and retained the premiums. What happened Miss M purchased the policy on 4 April 2025 and chose a start date of 7 ... (2 pages)View decision -
Decision Reference DRN-5981709
12 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5981709 The complaint Mr C complains about the price U K Insurance Limited (UKI) quoted him to renew his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr C has a motor insurance policy, underwritten by UKI, which... (2 pages)View decision -
Decision Reference DRN-5907435
12 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5907435 The complaint Mr and Mrs M complain that The Royal London Mutual Insurance Society Limited trading as Scottish Provident has turned down a critical illness claim they made on a personal ‘Self Assurance’ mortgage protection plan. As Mr M brought the complaint to us, for ease ... (5 pages)View decision -
Decision Reference DRN-5833730
12 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5833730 The complaint Mr A complains that Specialist Motor Finance Limited (SMF) mis-sold him a hire purchase agreement. What happened In May 2023, Mr A was supplied with a used car through a hire purchase agreement with SMF. The cash price of the car was £9,264 and he paid a depos... (3 pages)View decision -
Decision Reference DRN-5648046
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5648046 The complaint Mr W says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise, and it failed to provide him the information he needed to claim these payments back from the merchant. What happened The facts of this co... (3 pages)View decision -
Decision Reference DRN-5916718
12 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5916718 The complaint Mr and Mrs G are unhappy with what ARAG Legal Expenses Insurance Company Limited did after they made a claim on the legal expenses section of their property investor’s insurance policy. What happened In February 2024 Mr and Mrs G sought assistance from their po... (4 pages)View decision