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 367928 results
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Decision Reference DRN-5545723
23 May 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5545723 The complaint Ms M complains about the way Marshmallow Insurance Limited (‘Marshmallow’) settled her motor insurance claim. What happened Ms M contacted Marshmallow to make a claim after being involved in an accident. They reviewed the damage caused and said Ms M’s car woul... (3 pages)View decision -
Decision Reference DRN-5481534
23 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5481534 The complaint Mrs B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs B applied for an Aqua credit card in August 2018. In her application, Mrs B said he was empl... (3 pages)View decision -
Decision Reference DRN-5579646
23 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5579646 The complaint Mrs K complains that Lloyds Bank PLC have irresponsibly lent to her. What happened Mrs K opened a Lloyds credit card several years ago. She can’t recall when this was opened, but she has managed to locate credit card statements going back to March 2002 where he... (6 pages)View decision -
Decision Reference DRN-5162806
23 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5162806 The complaint Mr W brings a complaint on behalf of a limited company – which I’ll refer to as L – for which he is the sole director. He complains that Metro Bank PLC didn’t do enough to protect L when it made payments towards what it now believes was a scam. And he further c... (4 pages)View decision -
Decision Reference DRN-5579563
23 May 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5579563 The complaint Mrs H complains about the quality of a car she acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (TFS). When I refer to what Mrs H and TFS have said and/or done, it should also be taken to include things said and/or done on their... (3 pages)View decision -
Decision Reference DRN-5557515
23 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5557515 The complaint Mrs W complains that Sainsburys Bank Plc rejected her claim under Section 75 of the Consumer Credit Act 1974. What happened In December 2023 Mrs W used her Sainsburys credit card to pay for services from a law firm in connection with a water ingress claim. Mrs ... (2 pages)View decision -
Decision Reference DRN-5469529
23 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5469529 The complaint Mr G complains that Advantage Insurance Company Limited (“Advantage”) unfairly considered him at fault for an accident claim and cancelled his motor insurance policy. What happened Mr G was made aware by Advantage that a third-party (TP) was making a claim agai... (4 pages)View decision -
Decision Reference DRN-5514508
23 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5514508 The complaint Mrs W and Mr W complain about Royal & Sun Alliance Insurance Limited (“RSA”) regarding damage which they think was done by RSA’s agent following an escape of water claim. They want RSA to compensate them for the value of a replacement rug. What happened Mrs... (3 pages)View decision -
Decision Reference DRN-5467665
23 May 2025 Nationwide Building Society Not upheldMortgagesDRN-5467665 The complaint Mr H complains that Nationwide Building Society incorrectly recorded his property address on their system when he took out his mortgage in 1999. Mr H has said this has caused substantial long-lasting impact. He said this includes other people successfully misus... (6 pages)View decision -
Decision Reference DRN-5498050
23 May 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5498050 The complaint Mr V has complained about the service that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch provided when he made a claim for damage to his mobile phone under his mobile phone insurance policy. What happened... (6 pages)View decision
