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-5732664
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732664 The complaint Mrs W says Admiral Insurance (Gibraltar) Limited wrongly held her at fault for an accident and wrote off her car after she reported a potential claim on her motor insurance policy. What happened Mrs W’s car was damaged when emerging from a side road onto a mai... (2 pages)View decision -
Decision Reference DRN-5865787
10 Nov 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5865787 The complaint Mr and Mrs A complain about the way that Landmark Mortgages Limited has administered their mortgage. What happened In 2000, Mr and Mrs A took out a mortgage with Northern Rock for £102,000 on a repayment basis over 25 years. In 2003, they took out a secured loa... (3 pages)View decision -
Decision Reference DRN-5939182
10 Nov 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5939182 The complaint Ms C and Mr H are unhappy with many aspects of how their claim was managed by AA Underwriting Insurance Company Limited (“AA”) under their home insurance policy. For ease and simplicity, I’ll mainly refer to Mr H in my decision as he has been the main point of ... (4 pages)View decision -
Decision Reference DRN-5938079
10 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5938079 The complaint Mr K complains because BUPA Insurance Limited trading as Bupa (British United Provident Association) hasn’t paid his claim under a private medical insurance policy. What happened Mr K and his children are insured under a private medical insurance policy, provid... (3 pages)View decision -
Decision Reference DRN-5935004
10 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5935004 The complaint Miss B has raised several complaints about Topaz Finance Limited trading as Hyalite Mortgages. Miss B said that Hyalite are pursuing her for a shortfall which was outstanding when her property was sold following repossession. She has raised the following issues... (3 pages)View decision -
Decision Reference DRN-5574621
10 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5574621 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly when it granted and then increased his, current account overdraft limit when he was struggling financially. Mr B also complains about the granting of a credit card account by Monzo but that matte... (5 pages)View decision -
Decision Reference DRN-5502625
10 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5502625 The complaint B, a limited company, complains that Barclays Bank Plc failed to defend a chargeback against it for £2,000 and reported a default to the credit reference agencies. What happened In May 2024 a chargeback claim was raised against B for £2,000. Barclays wrote to B... (3 pages)View decision -
Decision Reference DRN-5929220
10 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5929220 The complaint Ms H complained because Accredited Insurance (Europe) Ltd declined her buildings insurance claim for damage to her home. What happened Ms H made a claim under her home insurance policy for some damaged bricks on the outside wall of her home. In her complaint s... (6 pages)View decision -
Decision Reference DRN-5794123
10 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5794123 The complaint Miss T complains about a car supplied under a hire purchase agreement, provided by Blue Motor Finance Ltd (‘BMF’). What happened Around April 2024 Miss T acquired a used car under a hire purchase agreement with BMF. The car is listed with a cash price of £19,9... (5 pages)View decision -
Decision Reference DRN-5842713
10 Nov 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5842713 The complaint Mr B complains eBay Commerce UK Ltd (Commerce) are pursuing him for money from a sale he made on eBay marketplace (marketplace). What happened On 4 March 2024, Mr B sold an item through marketplace. The payments were processed and managed by Commerce. Mr B post... (3 pages)View decision