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 400695 results
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Decision Reference DRN-5872505
10 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5872505 The complaint Mr F complains that INTACT INSURANCE UK LIMITED has unfairly declined a claim under his pet insurance policy. Where I refer to Intact, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5921059
10 Nov 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5921059 The complaint Mrs C complains that when her buildings and contents policy came up for renewal in September 2024 HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) excluded cover for subsidence, heave and landslip. What happened Mrs C had cover for her ... (3 pages)View decision -
Decision Reference DRN-5931213
10 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5931213 The complaint Miss B complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. What happened Miss B was provided with a £7,500 loan by Updraft in February 2023. The loan term was 60 months and Miss B was required to make 59 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-5735236
10 Nov 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5735236 The complaint Mr A complained that a car he acquired, using finance from Zopa Bank Limited, wasn’t of satisfactory quality. What happened On 1 May 2024, Mr A entered into a finance agreement with Zopa for a used car. But in the June, he reported issues with the car, and the ... (3 pages)View decision -
Decision Reference DRN-5859013
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5859013 The complaint Mrs H’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs H says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (3 pages)View decision -
Decision Reference DRN-5779444
10 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5779444 The complaint Mr and Mrs N complain that an appointed representative of Openwork Limited mis-sold them a mortgage. In particular, they’re unhappy that it recommended a two year fixed rate rather than a five year fixed rate, and they’re unhappy about the length of the mortgag... (5 pages)View decision -
Decision Reference DRN-5856958
10 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5856958 The complaint Mr and Mrs K are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their single trip travel insurance policy (‘the policy’) for medical costs incurred in connection with Mr K’s hospital treatment abroad. All reference to IPA includes its ... (2 pages)View decision -
Decision Reference DRN-5897594
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5897594 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax has not paid her the balance shown in a rediscovered passbook. What happened Mrs B found a Halifax passbook in 2025. The passbook showed a credit balance of £488.61. She asked Halifax to explain what... (3 pages)View decision -
Decision Reference DRN-5741756
10 Nov 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5741756 The complaint Mr F says Metro Bank PLC (trading as RateSetter) irresponsibly lent to him. What happened Mr F took out a loan from RateSetter on 16 August 2022. It was for £8,000 with a £568.80 fee over 24 months. The monthly repayments were £380.78. Mr F says RateSetter fai... (2 pages)View decision -
Decision Reference DRN-5760100
10 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5760100 The complaint Mr B complains that Santander UK Plc allowed his ex-partner to take out a new preferential interest rate product for their joint mortgage without his consent. What happened Mr B has a joint mortgage with his ex-partner. His ex-partner lives in the property and ... (2 pages)View decision