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 401363 results
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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 -
Decision Reference DRN-5503799
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5503799 The complaint Mrs S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) has treated her unfairly in relation to its obligations stemming from a loan. What happened In March 2024, Mrs S took out a fixed sum loan agreement with Novuna. The l... (3 pages)View decision -
Decision Reference DRN-5672449
10 Nov 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5672449 The complaint Mr R complains that Sainsbury's Bank Plc (“Sainsbury’s”) irresponsibly provided him with a personal loan. Mr R is supported in bringing his complaint by a representative but for ease of reading, I’ll refer to Mr R throughout. What happened Sainsbury’s pr... (3 pages)View decision