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 376696 results
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Decision Reference DRN-5785758
15 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5785758 The complaint Mr K complains Haven Insurance Company Limited (Haven) has declined the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In January 2025 Mr K repo... (3 pages)View decision -
Decision Reference DRN-5681760
15 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5681760 The complaint Mr G and Mrs K complain Accelerant Insurance Europe SA/NV UK Branch unfairly avoided their property owners insurance policy and didn’t deal with a claim. Reference to Accelerant include its agents. What happened Mr G and Mrs K own a commercial property. The pro... (3 pages)View decision -
Decision Reference DRN-5762992
15 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762992 The complaint Mr S complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-5818338
15 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5818338 The complaint Miss S complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around February 2024 Miss S acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash pr... (8 pages)View decision -
Decision Reference DRN-5818539
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5818539 The complaint Mr G is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel cryptocurrency investment scam. He was contacted by scammers offering ... (6 pages)View decision -
Decision Reference DRN-5248707
15 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5248707 The complaint Mr T complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Mr T says he contacted EE to upgrade a mobile telephone handset used by his partner, and also bought some accessories. The device ... (3 pages)View decision -
Decision Reference DRN-5818455
15 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5818455 The complaint Mr B is unhappy that Prudential requires him to obtain financial advice before he can take 25% tax free cash (TFC) and move the remainder of his pension into income drawdown. He explained that when he contacted Prudential to give instructions, he was informed t... (6 pages)View decision -
Decision Reference DRN-5816186
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5816186 The complaint B, a limited company, complains that Starling Bank Plc unreasonably closed their account, leaving them with difficulty in repaying their Bounce Back Loan (BBL). What happened B held a current account with Starling, which they also used to make repayments to a ... (2 pages)View decision -
Decision Reference DRN-5385956
15 Sep 2025 HL Partnership Limited Not upheldInsuranceDRN-5385956 The complaint Mr and Mrs C complain that HL Partnership Limited mis-sold them life assurance and gave them incorrect advice. What happened Mr and Mrs C created a joint will as part of a will and estate planning service they received from IQ Wealth Limited (IQWL) in 2016. Th... (4 pages)View decision -
Decision Reference DRN-5620472
15 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620472 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak, under his home buildings insurance policy. What happened Mr B said water leaked into his child’s bedroom and was noticed on 22 January 2025. He... (3 pages)View decision
