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-5602392
29 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5602392 The complaint Miss K and Mr W complain about the way Admiral Insurance (Gibraltar) Limited handled a claim they made on their home insurance policy. This is a joint policy but as Mr W has been the main correspondent for both the claim and complaint, for ease of reading, I’v... (3 pages)View decision -
Decision Reference DRN-5678807
28 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5678807 The complaint Ms J complains that American Express Services Europe Limited have made it difficult for her to obtain a credit balance refund by requiring her to provide documents. What happened On 2 January 2025 Ms J requested to close her account with AESEL. Following the c... (2 pages)View decision -
Decision Reference DRN-5551807
28 Jul 2025 RAC Motoring Services Not upheldInsuranceDRN-5551807 The complaint Mr K complains that RAC Motoring Services (“RAC”) mishandled a breakdown insurance policy. What happened RAC says that Mr K had an RAC breakdown policy from 2009. In May each year, RAC sent documents to Mr K at the address it held for him about automatic renew... (4 pages)View decision -
Decision Reference DRN-5720593
28 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5720593 The complaint Mrs C has complained about the poor standard of work carried out by Aviva’s contractors and the cash settlement offered by Aviva following a claim she made under her home insurance policy. Mrs C has been represented by her husband throughout this complaint. Fo... (4 pages)View decision -
Decision Reference DRN-5643944
28 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5643944 The complaint Miss R complains that Capital One (Europe) plc applied charges to her accounts and sent harassing communications to her. She’s also unhappy that she couldn’t log into her online account and wasn’t sent a replacement card. What happened Miss R holds two credit ... (2 pages)View decision -
Decision Reference DRN-5632231
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5632231 The complaint Mr and Mrs J complain about Lloyds Bank General Insurance Limited’s decision to decline a claim under a home insurance policy. Lloyds has been represented on the claim by its agents. All references to Lloyds include its agents. What happened Mr and Mrs J had a ... (4 pages)View decision -
Decision Reference DRN-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision -
Decision Reference DRN-5703952
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5703952 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (the ‘CCA’). Background to the complaint Mr P purchased membership of a timeshare (the ‘Frac... (11 pages)View decision -
Decision Reference DRN-5640732
28 Jul 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5640732 The complaint Miss S and Mr T are unhappy with the sale of their home insurance policy by Avantia Insurance Limited trading as HomeProtect (‘Avantia’). Upon making a home insurance claim following a flood, they’ve discovered that they had a £2,500 compulsory flood excess on ... (3 pages)View decision -
Decision Reference DRN-5720463
28 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5720463 The complaint Mr T complains about a car supplied under a hire purchase agreement, provided by Toyota Financial Services (UK) PLC. What happened Around March 2024 Mr T acquired a used car under a hire purchase agreement with Toyota. The car is listed with a cash price of £3... (7 pages)View decision