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-6232130
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6232130 The complaint Mr H has complained that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘Novuna’) hasn’t paid a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with Novuna was unfair to him ... (8 pages)View decision -
Decision Reference DRN-6192815
17 Mar 2026 Livingstones of London Limited UpheldInsuranceDRN-6192815 The complaint A company, which I’ll refer to as T, complains that Livingstones of London Limited (Livingstones) didn’t inform it that its commercial combined insurance policy had been avoided by the insurer. It also says it hasn’t received a full refund of the premium follow... (4 pages)View decision -
Decision Reference DRN-6231562
17 Mar 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6231562 The complaint Mrs O says Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, irresponsibly lent to her. What happened Mrs O took out two loans from Novuna. The first, in February 2024, was for £10,000 over 72 months with monthly repayments of £219.68. The secon... (4 pages)View decision -
Decision Reference DRN-6160540
17 Mar 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6160540 The complaint Mrs C is unhappy with Legal and General Assurance Society Limited’s decision to decline her income protection claim. What happened Mrs C had income protection with L&G through her employer which has a 26-week deferred period. In July 2024, she became too un... (5 pages)View decision -
Decision Reference DRN-6231914
17 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6231914 The complaint Mr R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by: 1. Deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (... (7 pages)View decision -
Decision Reference DRN-6076506
17 Mar 2026 British Friendly Society Limited Not upheldInsuranceDRN-6076506 The complaint Mr H is unhappy with the way British Friendly Society Limited (BFS) assessed his other income to stop paying his income protection claim. Mr H brings his complaint through a third-party representative, but for simplicity, I’ll refer to all submissions as being ... (3 pages)View decision -
Decision Reference DRN-5643455
17 Mar 2026 Edinburgh Alternative Finance Limited Not upheldBanking and PaymentsDRN-5643455 The complaint Mr S is unhappy that Edinburgh Alternative Financial Limited (trading as “LendingCrowd”) hasn’t released him from his liability under a personal guarantee he provided. What happened In July 2023 Mr S signed a personal guarantee for lending taken out by a limit... (2 pages)View decision -
Decision Reference DRN-6176927
17 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6176927 The complaint Mr H is unhappy with the term Aviva Life & Pensions UK Limited relied on to decline his income protection claim. What happened Mr H was a beneficiary under his previous employer’s group income protection policy with Aviva. In June 2024, Mr H was told he was... (3 pages)View decision -
Decision Reference DRN-6220614
17 Mar 2026 Markel International Insurance Company Limited UpheldInsuranceDRN-6220614 The complaint Mr M, as a trustee of T, a charity, complains that Markel International Insurance Company Limited (Markel) unfairly declined a claim made on a legal expenses insurance policy. What happened T held insurance covering various risks with Markel, including liabilit... (6 pages)View decision -
Decision Reference DRN-5958047
17 Mar 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-5958047 The complaint Mr H complains that Assurant General Insurance Limited has blacklisted his phone and reported it as “lost/stolen”, following a claim under his mobile phone insurance policy. Where I refer to Assurant, this includes the actions of its agents and claims handlers... (2 pages)View decision