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
-
Decision Reference DRN-5975965
28 Jan 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-5975965 The complaint Miss W complains about the settlement Acromas Insurance Company Limited (Acromas) made to her for a claim she made on her motor insurance policy after her car was declared a total loss. Reference to Acromas includes its agents. What happened Miss W holds a mo... (3 pages)View decision -
Decision Reference DRN-5755486
28 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5755486 The complaint Mrs D complains that Vanquis Bank Limited (“Vanquis”) provided credit to her irresponsibly and that the credit was unaffordable. What happened In October 2020 Mrs D applied for and received a credit card from Vanquis. It had an initial limit of £500 which was i... (3 pages)View decision -
Decision Reference DRN-6098987
28 Jan 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6098987 The complaint Mr W complains that some valuations The Prudential Assurance Company Limited provided to him for his pension savings, around the time he was planning to take his benefits, were greatly overstated. What happened Mr W held pension savings with Prudential. In Augu... (3 pages)View decision -
Decision Reference DRN-6050804
28 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6050804 The complaint Mr M complains that AmTrust Specialty Limited (AmTrust) unfairly handled his roadside assistance claim. What happened The circumstances of this case are known to both parties, but in summary Mr M has a roadside assistance policy underwritten by AmTrust. In July... (3 pages)View decision -
Decision Reference DRN-5758199
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5758199 The complaint Ms S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, as explained by... (4 pages)View decision -
Decision Reference DRN-6103990
28 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6103990 The complaint The two business partners of P (who I’ll refer to as Mr S and Mrs K, or the partners) have brought this complaint to us about how National Westminster Bank PLC have dealt with their secured business loan. The partners complain that NatWest unfairly enforced its... (3 pages)View decision -
Decision Reference DRN-6100991
28 Jan 2026 Volvo Car UK Limited UpheldConsumer CreditDRN-6100991 The complaint Mrs M is unhappy with the charges applied by Volvo Car UK Limited after she returned a car that had been supplied to her under a hire agreement. What happened In December 2021, Mrs M was supplied with a car through a hire agreement with Volvo. She paid an adva... (4 pages)View decision -
Decision Reference DRN-6112741
28 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6112741 The complaint Mr K complains about Marshmallow Insurance Limited’s handling of a claim on his motor insurance policy. Amongst other things he said it unfairly refused him a courtesy car, undervalued his car when settling his claim and wouldn’t allow him to add another car to... (5 pages)View decision -
Decision Reference DRN-5999291
28 Jan 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-5999291 The complaint Mr F says Loans 2 Go Limited irresponsibly lent to him. What happened Mr F took out a loan for £1,000 over 18 months in September 2024 from Loans 2 Go. The monthly repayments were £195.56 and the total repayable was £3,074.52. Mr F says he had no disposable inc... (3 pages)View decision -
Decision Reference DRN-5971264
28 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5971264 The complaint Miss A is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) in relation to a claim she made on her home contents insurance policy. This decision covers Miss A’s claim for contents damaged due to an escape of water in April 202... (5 pages)View decision