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 392389 results
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Decision Reference DRN-5729499
12 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5729499 The complaint Mr M complains that One Insurance Limited unfairly avoided his motor insurance policy and refused to pay his claim. What happened Mr M took out a motor insurance policy with One Insurance through an online price comparison site. When he was involved in a colli... (3 pages)View decision -
Decision Reference DRN-5810792
12 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5810792 The complaint Mr S complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘Novuna’) is liable to pay him compensation following a complaint made about timeshares bought using credit provided by Novuna. The two timeshares which are the subject of this... (3 pages)View decision -
Decision Reference DRN-5267157
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5267157 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a scam. He’s being represented. To keep things simple, I’ll refer to Mr B throughout this decision. What happened The background is known to both parties, so I won’t repeat all the... (2 pages)View decision -
Decision Reference DRN-5813685
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5813685 The complaint Mr L complains about the way Aviva Insurance Limited has handled a claim under his legal expenses insurance (“LEI”) policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Th... (4 pages)View decision -
Decision Reference DRN-5798983
12 Sep 2025 AFH Independent Financial Services Limited UpheldInvestmentsDRN-5798983 The complaint Mr C complains that AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) took ongoing advice charges but did not provide ongoing advice. What happened Mr C was a client of The Independent Financial Consultancy (Services) Limited (... (5 pages)View decision -
Decision Reference DRN-4954053
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4954053 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money she lost to two investment scams. Miss I referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Miss I t... (5 pages)View decision -
Decision Reference DRN-5598750
12 Sep 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5598750 The complaint Mr P complaints that First Central Underwriting Limited made a number of errors when handling a claim on his policy. In particular he says it gave him incorrect information about recovering items from his car, kept him waiting on hold for a long time, and misle... (2 pages)View decision -
Decision Reference DRN-5800176
12 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5800176 The complaint Mr Y complains that TSB Bank plc allowed him to make transactions to a website, which they said they had blocked. He would like a refund of the transactions after the block was meant to be in place, along with compensation. What happened Mr Y had a TSB current ... (3 pages)View decision -
Decision Reference DRN-5694721
12 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5694721 The complaint Mr and Mrs S have complained about the amount U K Insurance Limited (“UKI”) charged for their home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances ... (2 pages)View decision -
Decision Reference DRN-5368229
12 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5368229 The complaint Mr D complains that Lendable Ltd irresponsibly provided him with credit. Mr D is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr D himself. What happened In August 2020, Lendable... (2 pages)View decision