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 381082 results
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Decision Reference DRN-5765870
8 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5765870 The complaint Mr S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance recorded adverse information on his credit file in relation to his personal loan and registered a default. Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was p... (3 pages)View decision -
Decision Reference DRN-5865834
8 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5865834 The complaint Mr E complains that Aviva Insurance Limited declined a claim on his legal expenses insurance policy and complains about the way it dealt with the claim. Where I refer to Aviva Insurance Limited, this includes its agents and claims handlers acting on its behalf.... (3 pages)View decision -
Decision Reference DRN-5866169
8 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5866169 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he lost as a result of what he believes was a property investment scam. Mr R brings his complaint with the assistance of a professional representative. For ease of reading wi... (3 pages)View decision -
Decision Reference DRN-5808892
8 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5808892 The complaint Mr C has complained about Admiral Insurance (Gibraltar) Limited’s decision to settle a claim under his car insurance policy as a shared 50%50% fault basis. What happened In April 2024 Mr C was involved in a collision with a third party vehicle (TPV). Admiral de... (3 pages)View decision -
Decision Reference DRN-5867635
8 Oct 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5867635 The complaint Mr P has complained that AXA PPP Healthcare Limited provided misleading information in relation to a private medical insurance policy that has left him out of pocket. What happened Mr P’s membership of the policy was provided by his employer as part of a group... (4 pages)View decision -
Decision Reference DRN-5739661
8 Oct 2025 Leeds Building Society Not upheldMortgagesDRN-5739661 The complaint Miss B complains that Leeds Building Society didn’t allow her long enough to sell her property before it started possession action. What happened In November 2015 Miss B took a mortgage with Leeds Building Society (“LBS”) in joint names with her ex-partner (who... (5 pages)View decision -
Decision Reference DRN-5861025
8 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5861025 The complaint Mr D complains about the way Frasers Group Financial Services Limited trading as Studio (‘FGFS’) handled his queries about a purchase he made. What happened The background to this complaint is well known to both parties so I’ll only summarise it here. • Mr D ha... (2 pages)View decision -
Decision Reference DRN-5786068
8 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5786068 The complaint Mrs V and Mr V complain that Metro Bank PLC (‘Metro’) won’t refund the money they lost after falling victim to a scam. What happened In 2023, Mrs V and Mr V saw an investment opportunity advertised on a social media site that was promoted by a well-known TV pe... (4 pages)View decision -
Decision Reference DRN-5779253
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5779253 The complaint Mr S complains about the way NewDay Ltd (‘NewDay’) handled his claim for a refund. What happened In October 2024 Mr S bought a branded coat (the ‘coat’) via a seller operating on an auction e- commerce platform (I’ll refer to the e-commerce platform as ‘E’). He... (3 pages)View decision -
Decision Reference DRN-5866242
7 Oct 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5866242 The complaint Mrs B complains about the decline of her motor insurance claim and cancellation of her policy by Marshmallow Insurance Limited (‘Marshmallow’). What happened The background to this complaint is well known to Mrs B and Marshmallow. I won’t repeat in detail what’... (4 pages)View decision
