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 381082 results
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Decision Reference DRN-5800863
8 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5800863 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘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 197... (3 pages)View decision -
Decision Reference DRN-5612418
8 Sep 2025 Lendable Ltd UpheldConsumer CreditDRN-5612418 The complaint Mr B says Lendable Ltd irresponsibly lent to him. What happened Mr B took out two loans from Lendable. The first, in July 2021, was for £5,225 (including the loan fee) over 18 months. The monthly repayments were £327.21. Mr B settled this loan early in November... (4 pages)View decision -
Decision Reference DRN-5682880
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682880 The complaint Mr Y is unhappy that Aviva Insurance Limited (“Aviva”) unfairly cancelled his home insurance policy mid-term. What happened Mr Y said he bought his insurance policy via a comparison website and as part of the application, he declared ongoing construction works ... (3 pages)View decision -
Decision Reference DRN-5769320
8 Sep 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5769320 The complaint Mr R complains that Skrill Limited (“Skrill”) won’t allow him to withdraw money from his account without limits or fees being applied. Mr R wants Skrill to allow him to withdraw money from his account without these restrictions. What happened Mr R opened a Skri... (3 pages)View decision -
Decision Reference DRN-5802340
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5802340 The complaint Mr W has complained that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his home insurance policy for accidental damage to laminate flooring. What happened Mr W made a claim to Admiral after he accidentally knocked over a tin of paint wh... (2 pages)View decision -
Decision Reference DRN-5489339
8 Sep 2025 ManyPets Ltd UpheldInsuranceDRN-5489339 The complaint Mr J has complained that Many Pets Ltd unreasonably cancelled his pet policy because it said an annual premium payment hadn’t gone through in 2022 despite renewing his policy in 2023. What happened Mr J took out a pet policy with Many Pets for his dog and paid... (6 pages)View decision -
Decision Reference DRN-5800871
8 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5800871 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (3 pages)View decision -
Decision Reference DRN-5796688
8 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5796688 The complaint Miss M complains that Bank of Scotland Plc trading as Halifax lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Halifax provided Mi... (6 pages)View decision -
Decision Reference DRN-5527272
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5527272 The complaint Mr A complains that Lloyds Bank plc won’t refund money he lost when he fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. In 2024 Mr A fell victim to a scam when he sen... (3 pages)View decision -
Decision Reference DRN-5756645
8 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5756645 The complaint A company, which I’ll refer to as R, complains that Accelerant Insurance Europe SA/NV UK Branch declined a claim on its business interruption insurance. Ms K, a director of R, brings the complaint on R’s behalf. What happened R made a claim on its business inte... (3 pages)View decision
