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 386170 results
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Decision Reference DRN-6025813
17 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-6025813 The complaint C complains that U K Insurance Limited trading as NIG has unfairly voided its policy and repudiated a claim made for damage following an escape of water. What happened Following a claim made on its policy by C, UKI said its director, Mr C, had failed to answer ... (6 pages)View decision -
Decision Reference DRN-5957320
17 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5957320 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Redline Financial Services (Redline) was not of satisfactory quality. What happened In March 2025 Mr H was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN-6014340
17 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6014340 The complaint Mr J complains because Admiral Insurance (Gibraltar) Limited hasn’t paid his travel insurance claim. What happened Mr J held a travel insurance policy, underwritten by Admiral. Unfortunately, while on holiday abroad, Mr J fell ill and was unable to take his ret... (2 pages)View decision -
Decision Reference DRN-5907635
17 Dec 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5907635 The complaint Mr G has complained about the amount Watford Insurance Company Europe Limited has paid in settlement of a claim from a third party against him under his motor insurance policy. Any reference to Watford includes its agents. What happened Mr G reported to Watford... (2 pages)View decision -
Decision Reference DRN-6024709
17 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6024709 The complaint Mr and Mrs M complain Aviva Life & Pensions UK Limited (Aviva) made mistakes when taking premium payments for their reviewable whole-of-life (RWOL) policy and caused delays in updating their cost of living increase (COLI) on their policy. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-6024190
17 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6024190 The complaint Mr and Mrs M complain about how Aviva Life & Pensions UK Limited (Aviva) administered their reviewable whole-of-life (RWOL) policy when it told them either the sum assured or premium needed to significantly change. What happened Mr and Mrs M took out a RWO... (7 pages)View decision -
Decision Reference DRN-5849153
17 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5849153 The complaint Mr A complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t reimburse over £9,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that N... (2 pages)View decision -
Decision Reference DRN-5719554
17 Dec 2025 Downing LLP Not upheldInvestmentsDRN-5719554 The complaint Mr C’s complaint against Downing LLP is about his Enterprise Investment Scheme (EIS) investment. He complains that Downing didn’t update him on the performance of his investment and didn’t offer him any of the expected options after he had been invested for fou... (4 pages)View decision -
Decision Reference DRN-5879203
17 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5879203 The complaint Mr A and Ms H have complained about British Gas Insurance Limited which they’d sought home emergency cover from and which, on its first visit to their let property, declared the home’s boiler unsafe and capped it, leaving their tenants without heating or hot wa... (3 pages)View decision -
Decision Reference DRN-6025908
17 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-6025908 The complaint Miss S says Lendable Ltd irresponsibly lent to her. What happened Miss S took out a £4,000 loan over 36 months from Lendable on 12 August 2025. The monthly repayments were £191. Miss S says Lendable should never have lent to her. It could have seen she was gamb... (4 pages)View decision
