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 391431 results
-
Decision Reference DRN-6110359
28 Jan 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6110359 The complaint Mr and Mrs H complain that ARAG Legal Expenses Insurance Company Limited withdrew cover for Mrs H’s legal expenses insurance claim. What happened Mr and Mrs H hold legal expenses cover with ARAG through Mr H’s home insurance. Mrs H injured her ankle after trip... (4 pages)View decision -
Decision Reference DRN-5855278
28 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5855278 The complaint Mr M has complained that Assurant General Insurance Limited unreasonably and unfairly refused his claim under his mobile phone insurance policy when he lost his mobile phone. What happened Mr M went to buy a couple of things on his moped. He had put his shoppi... (3 pages)View decision -
Decision Reference DRN-6113107
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6113107 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital PLC trading as Novuna Personal Finance (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 (a... (12 pages)View decision -
Decision Reference DRN-5975965
28 Jan 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-5975965 The complaint Miss W complains about the settlement Acromas Insurance Company Limited (Acromas) made to her for a claim she made on her motor insurance policy after her car was declared a total loss. Reference to Acromas includes its agents. What happened Miss W holds a mo... (3 pages)View decision -
Decision Reference DRN-5755486
28 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5755486 The complaint Mrs D complains that Vanquis Bank Limited (“Vanquis”) provided credit to her irresponsibly and that the credit was unaffordable. What happened In October 2020 Mrs D applied for and received a credit card from Vanquis. It had an initial limit of £500 which was i... (3 pages)View decision -
Decision Reference DRN-6098987
28 Jan 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6098987 The complaint Mr W complains that some valuations The Prudential Assurance Company Limited provided to him for his pension savings, around the time he was planning to take his benefits, were greatly overstated. What happened Mr W held pension savings with Prudential. In Augu... (3 pages)View decision -
Decision Reference DRN-6050804
28 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6050804 The complaint Mr M complains that AmTrust Specialty Limited (AmTrust) unfairly handled his roadside assistance claim. What happened The circumstances of this case are known to both parties, but in summary Mr M has a roadside assistance policy underwritten by AmTrust. In July... (3 pages)View decision -
Decision Reference DRN-5758199
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5758199 The complaint Ms S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, as explained by... (4 pages)View decision -
Decision Reference DRN-6103990
28 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6103990 The complaint The two business partners of P (who I’ll refer to as Mr S and Mrs K, or the partners) have brought this complaint to us about how National Westminster Bank PLC have dealt with their secured business loan. The partners complain that NatWest unfairly enforced its... (3 pages)View decision -
Decision Reference DRN-6100991
28 Jan 2026 Volvo Car UK Limited UpheldConsumer CreditDRN-6100991 The complaint Mrs M is unhappy with the charges applied by Volvo Car UK Limited after she returned a car that had been supplied to her under a hire agreement. What happened In December 2021, Mrs M was supplied with a car through a hire agreement with Volvo. She paid an adva... (4 pages)View decision