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-5930349
5 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5930349 The complaint Mr P has complained about Zopa Bank Limited holding him liable for a debt which he says was taken out fraudulently in his name. What happened In summary, in August 2024, two loans were taken out in Mr P’s name. One of them was this Zopa loan, for £18,000. The m... (5 pages)View decision -
Decision Reference DRN-5771707
5 Nov 2025 UWI Limited Not upheldInsuranceDRN-5771707 The complaint Mr A has complained about the service provided by UWI Limited (‘UWI’) under his boiler and home insurance policy. For the avoidance of doubt, the term ‘UWI’ includes UWI’s agents and contractors for the purpose of this decision. What happened Mr A experienced b... (4 pages)View decision -
Decision Reference DRN-5735495
5 Nov 2025 HDI Global Specialty SE UpheldInsuranceDRN-5735495 The complaint A company, which I’ll refer to as W, complains that HDI Global Specialty SE cancelled its business protection insurance policy. Mr F, who is a director of W, brings the complaint on W’s behalf. What happened W is a firm of chartered surveyors. Mr F, who’s the s... (2 pages)View decision -
Decision Reference DRN-5927995
5 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5927995 The complaint Miss M complains that Nationwide Building Society (Nationwide) lent to her irresponsibly. What happened Miss M had three overdrafts with Nationwide, and she complained that each was given to her without the appropriate checks being completed. One of these acc... (5 pages)View decision -
Decision Reference DRN-5862913
5 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5862913 The complaint Mr D complains Metro Bank PLC denied his Direct Debit indemnity (DDI) claim for a single Direct Debit (DD) payment to an energy company. What happened Mr D explained he had a regular DD set up with his energy supplier for £100 per month. Mr D said his energy co... (2 pages)View decision -
Decision Reference DRN-5744716
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5744716 The complaint Mr R is unhappy that Aviva Insurance Limited (“Aviva”) refused to reimburse the cost of a replacement lock under his home emergency policy. Any reference to Aviva should be taken to include anything said or done by its agents. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-5920487
5 Nov 2025 UnitedHealthcare Insurance dac Not upheldInsuranceDRN-5920487 The complaint Miss G complains that UnitedHealthcare Insurance dac (UHI) has turned down a claim she made on a group private medical insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I... (4 pages)View decision -
Decision Reference DRN-5828539
5 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5828539 The complaint Mrs F is unhappy with how she has been treated by Bank of Scotland plc (BOS), in relation to a buy-to-let (BTL) mortgage. She says the bank’s actions have caused her a substantial financial loss, as well as considerable emotional distress and inconvenience. Wha... (5 pages)View decision -
Decision Reference DRN-5485941
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485941 The complaint Ms C complains that Nationwide Building Society (“Nationwide”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explain... (2 pages)View decision -
Decision Reference DRN-5929968
5 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5929968 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’) acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr and Mrs K purchased membershi... (2 pages)View decision