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-5658395
22 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5658395 The complaint Mr A has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under his home insurance policy. References to Accredited include companies acting on its behalf. What happened Mr A made a claim for storm damage to his roof. A... (3 pages)View decision -
Decision Reference DRN-5811253
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5811253 The complaint Mr and Mrs B complain that Santander UK Plc should pay them more compensation after it admitted providing poor service when it blocked Mrs B’s debit card in error and there was a delay before she had an operational new card and Personal Identification Number (‘... (3 pages)View decision -
Decision Reference DRN-5619620
22 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5619620 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him irresponsibly. What happened Mr B opened a credit card account with Madison on 7 March 2019 with a credit limit of £250. No further limit increases were provided on this a... (3 pages)View decision -
Decision Reference DRN-5695804
22 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5695804 The complaint The estate of Ms H complains U K Insurance Limited (UKI) trading as Prudential Home Insurance hasn’t refunded it in full for gas used at the property whilst repairs were carried out following an insurance claim. The estate is being represented in bringing the ... (3 pages)View decision -
Decision Reference DRN-5659117
22 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5659117 The complaint Miss W complains that the credit agreement she took out with MotoNovo Finance Limited (“MotoNovo”) was misrepresented to her. It didn’t make her aware that there was a second loan with payments required. And had she known this, she wouldn’t have taken out the a... (3 pages)View decision -
Decision Reference DRN-5827431
22 Sep 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5827431 The complaint Mrs D and Mr F complain that SCOR UK Company Ltd incorrectly accepted a claim under their legal expenses insurance (LEI) policy, misleading them into believing they had cover. Where I refer to SCOR, this includes the actions of its agents and claims handlers f... (3 pages)View decision -
Decision Reference DRN-5456870
22 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5456870 The complaint Mr F is unhappy that The Co-operative Bank Plc (“The Co-op”), has decided not to refund him, after he says he was the victim of a scam. Mr F is bringing his complaint using a professional representative. I’ll refer to them as D. What happened Mr F has said th... (4 pages)View decision -
Decision Reference DRN-5139494
22 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5139494 The complaint A, a limited company, has complained The Royal Bank of Scotland plc did nothing to protect them when they were the victim of a scam. What happened Mr A is a director of A. For ease, I will refer to both throughout this decision. In April 2024 an order was recei... (2 pages)View decision -
Decision Reference DRN-5693568
22 Sep 2025 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-5693568 The complaint Mr A complains that Lexham Insurance Consultants Limited didn’t give him sufficient warning before cancelling his motor insurance policy. He wants the cancellation marker removed. What happened Mr A took out a policy through Lexham and he applied for finance t... (3 pages)View decision -
Decision Reference DRN-5598925
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5598925 The complaint Mr B complains Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to undertake a reasonable assessment of his creditworthiness prior to approving him for credit. Mr B is represented in this complaint by a claims management company but, for ease, I’... (4 pages)View decision