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
-
Decision Reference DRN-6117928
16 Mar 2026 Vitality Life Limited Not upheldInsuranceDRN-6117928 The complaint Mr P is unhappy with Vitality Life Limited’s decision to decline his income protection claim and add an exclusion to his policy for the non-disclosure of his past medical history. What happened In February 2025, Mr P took an income protection policy with Vitali... (4 pages)View decision -
Decision Reference DRN-6193707
16 Mar 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6193707 The complaint Miss C complains that Advantage Insurance Company Limited (“Advantage”) didn’t repair all of the damage to her car following a claim under her motor insurance policy. When I refer to Advantage I also mean the approved repairers whose actions Advantage is respon... (2 pages)View decision -
Decision Reference DRN-6100161
16 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6100161 The complaint Mr and Mrs T’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (9 pages)View decision -
Decision Reference DRN-6214273
16 Mar 2026 Black Horse Limited UpheldConsumer CreditDRN-6214273 The complaint Miss G complains that Black Horse Limited (“Black Horse”) incorrectly reported information to her credit file in relation to a hire purchase agreement she held with them to acquire a car. What happened In February 2020, Miss G acquired a used car using a hire ... (4 pages)View decision -
Decision Reference DRN-6172513
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6172513 The complaint Ms M on behalf of her business D complains that due to an error on NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPLANY’s (“NatWest”) the balance of N’s 95- day Liquidity Manager account was not processed on the agreed date. Ms M is unhappy about the redress offer... (3 pages)View decision -
Decision Reference DRN-6043260
16 Mar 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-6043260 The complaint Miss A complains Cabot Credit Management Group Limited pursued her for a debt that’d been fraudulently taken out. What happened As I understand it an account in a name similar to Miss A’s was taken out with a lender I’ll refer to as N. The account was ultimatel... (3 pages)View decision -
Decision Reference DRN-5985672
16 Mar 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5985672 The complaint Mr H complains Lantern Debt Recovery Services Limited have conducted unfair and improper debt collection activities. What happened As I understand it an account in Mr H’s name was taken out with a lender I’ll refer to as C. The account fell into difficulties an... (3 pages)View decision -
Decision Reference DRN-6057686
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6057686 The complaint Mr and Mrs S complaint that Santander UK Plc won’t reimburse them after they sent funds towards an investment, that they now consider to have been a scam. What happened Mr and Mrs S have explained that in March 2023, they were researching physical gold online a... (4 pages)View decision -
Decision Reference DRN-6179881
16 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6179881 The complaint Mr D complains that Metro Bank Plc (as the recipient bank) didn’t do enough to prevent him from losing money to what he says was a scam. Mr D has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr D where I als... (4 pages)View decision -
Decision Reference DRN-6214309
16 Mar 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6214309 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) responded unfairly to a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017. According to ... (3 pages)View decision