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 381196 results
-
Decision Reference DRN-5799142
26 Sep 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5799142 The complaint Mr B complains about the settlement Millennium Insurance Company Limited has offered him for his furniture insurance claim. Millennium is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Millennium h... (3 pages)View decision -
Decision Reference DRN-5809354
26 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5809354 The complaint Miss O had an account with TSB Bank UK plc (TSB) which was closed. Miss O is unhappy as she believes, at the time of closure, TSB loaded a marker about her at Cifas, the national fraud database. She says this has made it difficult to open accounts elsewhere. Wh... (2 pages)View decision -
Decision Reference DRN-5811975
26 Sep 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5811975 The complaint Miss C complains that Propensio Finance Limited (Propensio) has treated her unfairly regarding a complaint raised about windows of poor quality and fitting. What happened In April 2024, Miss C arranged to have nine windows installed at her property by a company... (3 pages)View decision -
Decision Reference DRN-5841820
26 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5841820 The complaint Mr G complains that Advantage Insurance Company Limited (Advantage) unfairly recorded a fault claim against him following a collision with a third party. What happened Mr G insured a car with Advantage. He contacted Advantage as he’d been involved in a collisio... (2 pages)View decision -
Decision Reference DRN-5809971
26 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5809971 The complaint Mr P complains that Zurich Insurance Company Ltd declined his claim against a travel insurance policy. Reference to Zurich includes its agents. What happened Mr P has the benefit of a group travel insurance policy as part of a bank account. The policy is under... (4 pages)View decision -
Decision Reference DRN-5833421
26 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5833421 The complaint A limited company, which I have referred to as C, complains about the handling and settlement of its commercial property and business interruption insurance claim. What happened The following is intended only as a summary of the main events and arguments. Addit... (9 pages)View decision -
Decision Reference DRN-5843962
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5843962 The complaint Mrs F complains about the service she received from NewDay Ltd trading as Aqua. What happened Mrs F had an Aqua credit card account. After she raised an irresponsible lending complaint, Aqua closed her account and agreed a payment holiday. Mrs F was unhappy to ... (4 pages)View decision -
Decision Reference DRN-5359685
26 Sep 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5359685 The complaint Mrs O complains Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”), handled her claim under section 75 of the Consumer Credit Act 1974 unfairly. What happened As the facts are well-known to both parties, I’ve set out the key events bel... (4 pages)View decision -
Decision Reference DRN-5603980
26 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5603980 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) failed to carry out sufficient affordability checks prior to lending to him, resulting in him experiencing financial hardship. Mr H is represented in ... (5 pages)View decision -
Decision Reference DRN-5355221
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5355221 The complaint Mr C complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions and being made by Mr C directly. What happened Th... (3 pages)View decision
