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 392389 results
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Decision Reference DRN-5573963
31 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5573963 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (“RSA”) failed to provide adequate support under his legal expenses insurance policy when he raised concerns over the solicitors acting for him. Where I refer to RSA, this includes the actions of i... (2 pages)View decision -
Decision Reference DRN-5704220
31 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5704220 The complaint Mr L complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined his claim following him being diagnosed with a terminal condition. What happened In 2008, Mr L bought a life insurance policy with a 20 year term. The policy provide... (3 pages)View decision -
Decision Reference DRN-5726891
31 Jul 2025 Leeds Building Society Not upheldMortgagesDRN-5726891 The complaint Mr B is unhappy with the service he has received from Leeds Building Society in relation to his mortgage. He said his mortgage is joint with his ex-partner and excess funds from the remortgage were transferred to her account without his knowledge. Mr B said he ... (4 pages)View decision -
Decision Reference DRN-5727639
31 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5727639 The complaint Mr V’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision -
Decision Reference DRN-5642789
31 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5642789 The complaint Miss G is unhappy with several aspects of the service that she’s received from NewDay Ltd. What happened Miss G was unhappy with the service she’d received from NewDay surrounding a payment she’d made to NewDay that NewDay hadn’t acknowledged and which was miss... (3 pages)View decision -
Decision Reference DRN-5633780
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5633780 The complaint Mrs B, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5563733
31 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5563733 The complaint Mr Y complained that his claim for accident damage to his car was unfairly declined by Ageas Insurance Limited (“Ageas”) under his motor insurance policy. What happened Mr Y said he had a car accident in October 2024. He said Ageas sent an engineer and repair g... (4 pages)View decision -
Decision Reference DRN-4736492
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4736492 The complaint Mr and Mrs T’s complaint is, in summary, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding agains... (3 pages)View decision -
Decision Reference DRN-5707847
31 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5707847 The complaint Mr L has complained that Accredited Insurance (Europe) Limited declined a claim he made on his contents insurance policy for a watch. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (3 pages)View decision -
Decision Reference DRN-5663582
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5663582 The complaint S complain that Wise Payments Limited won’t refund money they say they lost to an investment scam. S is being supported in making their complaint by a representative. But for ease, I’ll only refer to S in this decision. What happened The background to this comp... (5 pages)View decision