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 380824 results
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Decision Reference DRN-5236221
27 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5236221 The complaint A limited company, P, complains that ClearBank Limited has declined to refund disputed transactions that debited its account. Mr A is a director of P and has brought this complaint on its behalf. P’s account is operated through a platform provided by ClearBan... (5 pages)View decision -
Decision Reference DRN-5631970
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5631970 The complaint Mrs C complained that U K Insurance Limited (“UKI”) failed to repair roof damage from a claim in 2023, this resulted in further damage during a storm in 2025. Mrs C said UKI unfairly declined cover for this claim under her home buildings insurance policy. What ... (3 pages)View decision -
Decision Reference DRN-5697400
27 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5697400 The complaint Mr K has complained that Domestic & General Insurance Plc (D&G) mis-sold him an appliance protection policy. What happened Mr K took out the policy in September 2024. He wanted to insure a fridge freezer. He says that at the time of the sale he was clea... (2 pages)View decision -
Decision Reference DRN-5706253
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5706253 The complaint Miss C complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Monzo credit card in July 2023. In her application Miss C said she had an annual income of £40,000 that Monzo calculated le... (2 pages)View decision -
Decision Reference DRN-5890704
27 Oct 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5890704 The complaint Mr E is unhappy that a van supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In June 2024, Mr E was supplied with a used van through a hire purchase agreement with CAF. He paid a... (3 pages)View decision -
Decision Reference DRN-5701486
27 Oct 2025 Integra Insurance Solutions Limited Not upheldInsuranceDRN-5701486 The complaint Mr D said he’s unhappy with the role of Integra Insurance Solutions Limited (“Integra”), in the information that was recorded on the Claims and Underwriting Exchange (CUE) database following a claim. What happened Mr D said Integra didn’t act fairly when inform... (2 pages)View decision -
Decision Reference DRN-5875135
27 Oct 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5875135 The complaint Mr and Mrs A complain that Kensington Mortgage Company Limited sent them a letter about their mortgage in an unsealed envelope. What happened Mr and Mrs A used to have a mortgage with Kensington. They recently received a letter from Kensington about the commiss... (2 pages)View decision -
Decision Reference DRN-5852037
27 Oct 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5852037 The complaint Mr B and Mr A complain that Bank of Ireland (UK) Plc trading as Bank of Ireland (UK) (BOI) has treated them unfairly following the end of the term of their buy to let mortgage. What happened Mr B and Mr A took out an interest-only buy to let mortgage with Bris... (4 pages)View decision -
Decision Reference DRN-5833142
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5833142 The complaint Mr B complains about the way U K Insurance Limited (“UKI”) has unfairly declined a claim under the legal expenses section of his landlord insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes res... (3 pages)View decision -
Decision Reference DRN-5637740
27 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5637740 The complaint Mr C complains that Highway Insurance Company Limited handled his motor insurance claim unfairly. What happened Mr C’s car was unfortunately damaged in an incident that wasn’t his fault. In the first instance, he asked the third-party insurer to settle the issu... (4 pages)View decision
