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 375868 results
-
Decision Reference DRN-5726415
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5726415 The complaint Miss H complains Santander UK Plc kept on blocking her card whilst she was overseas causing considerable distress and inconvenience, losses and costs. What happened Miss H has an account with Santander with a debit card. Miss H says she was working abroad as a ... (2 pages)View decision -
Decision Reference DRN-5723582
30 Jul 2025 Bapchild Motoring World (Kent) Limited Not upheldInsuranceDRN-5723582 The complaint Mr D and Mrs W are complaining Bapchild Motoring World (Kent) Limited (Bapchild) mis- sold them a Guaranteed Asset Protection (GAP) policy and a Smart Repair policy when they bought a car. What happened In July 2021 Mr D and Mrs W bought a car through Bapchild ... (3 pages)View decision -
Decision Reference DRN-5607027
30 Jul 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5607027 The complaint Mr R complains that Helvetia Global Solutions Ltd (‘Helvetia’) declined his claim on a furniture warranty. Helvetia uses a third-party company to administer these plans and handle claims, and all of Mr R’s correspondence has been with this company – as well as ... (3 pages)View decision -
Decision Reference DRN-5726375
30 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5726375 The complaint Mr and Mrs G have complained that their motor insurer, U K Insurance Limited (‘UKI’), tripled their policy premium in 2024 for no apparent reason. What happened Mr and Mrs G received a renewal notice from UKI in August 2024 which said that their renewal premiu... (3 pages)View decision -
Decision Reference DRN-5432264
30 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5432264 The complaint Mr P and Miss R have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a mobile phone insurance policy. As Mr P mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. References to Aviva in... (3 pages)View decision -
Decision Reference DRN-5409590
30 Jul 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5409590 The complaint Miss B complains about the way in which Western Circle Ltd, trading as Cashfloat, has administered her loan. What happened Miss B has a loan with Cashfloat; she borrowed a principal sum of £500. Unfortunately, Miss B ran into some financial difficulties and ha... (3 pages)View decision -
Decision Reference DRN-5725952
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5725952 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (20 pages)View decision -
Decision Reference DRN-5330826
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5330826 The complaint Mr G complains that Bank of Scotland plc closed his accounts without good reason. The bank trades in this case under its Halifax brand. What happened In September 2024 Mr G went to a Halifax branch. There was a queue. Mr G says that, rather than standing in the... (2 pages)View decision -
Decision Reference DRN-5524657
30 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5524657 The complaint Mr B complains that Aviva Life & pensions UK Limited (Aviva) misadvised him to transfer his guaranteed defined benefit pension scheme to a Personal Pension Plan (PPP), causing him losses. He wants compensation for his losses. Mr B was initially represented... (3 pages)View decision -
Decision Reference DRN-5726209
30 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5726209 The complaint Mr N has complained that Assurant General Insurance Limited refused to accept his claim for a lost or stolen mobile phone under his mobile phone insurance policy. What happened Mr N said he last used his phone in a taxi on the way to a supermarket on 31 Decemb... (4 pages)View decision
