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 392389 results
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Decision Reference DRN-6155765
16 Feb 2026 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-6155765 The complaint Mr L (Mr L1) and Mr L (Mr L2) complain that Aviva Life & Pensions UK Limited (Aviva) unfairly delayed the surrender and payment of an investment bond, causing them financial loss. What happened In 2001 Mr L1 and Mr L2 invested into a jointly held investmen... (6 pages)View decision -
Decision Reference DRN-5735713
16 Feb 2026 Nationwide Building Society Not upheldInsuranceDRN-5735713 The complaint Mr and Mrs D are unhappy with the cost of an insurance policy renewal which was brokered by Nationwide Building Society (“Nationwide”). What happened Mr and Mrs D paid a monthly fee to Nationwide for several services, in addition to the provision of a banking s... (2 pages)View decision -
Decision Reference DRN-5937295
16 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5937295 The complaint Mrs S is complaining that Volkswagen Financial Services (UK) Limited (‘VWFS’) won’t allow a car to be rejected, after a fault was identified with the charging unit and needed to be replaced. What happened Around December 2024 Mrs S entered into a hire purchase... (3 pages)View decision -
Decision Reference DRN-5978704
16 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5978704 The complaint Mr P and Ms O have complained about how Barclays Bank UK PLC has treated extra payments they made to their mortgage and say that there has been long standing ambiguity in Barclays’ communication about them. What happened Mr P and Ms O took out their mortgage wi... (4 pages)View decision -
Decision Reference DRN-5948743
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5948743 The complaint Mr E’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (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 1974 (as amended) (the ‘CCA’), and (2) d... (13 pages)View decision -
Decision Reference DRN-6053663
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6053663 The complaint Mr C complains that PayPal UK Ltd don’t include all relevant information on their mobile app. What happened Mr C raised a complaint with PayPal because he was unhappy to have discovered that PayPal’s app doesn’t provide the same level of information as PayPal C... (3 pages)View decision -
Decision Reference DRN-5948197
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948197 The complaint NewDay Ltd trading as Marbles provided Mr L with a credit card on 20 November 2017. It had a credit limit of £300 which didn’t change. Mr L says Marbles acted irresponsibly when it gave him the card. What happened The details of this complaint are well-known t... (2 pages)View decision -
Decision Reference DRN-5802790
16 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5802790 The complaint Ms H is unhappy with the amount U K Insurance Limited (“UKI”) – who is ultimately responsible for complaints about Direct Line policies – has offered her in settlement of a buildings insurance claim. What happened Ms H told us there was a slow leak under the b... (3 pages)View decision -
Decision Reference DRN-5829492
16 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-5829492 The complaint Mr A and Ms S have complained about esure Insurance Limited’s decision to reject a claim they made for storm damage under their home insurance policy. As Mr A is the lead complainant, I have referred to him in my decision on behalf of Mr A and Ms S. What happen... (2 pages)View decision -
Decision Reference DRN-6020480
16 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6020480 The complaint Miss C has complained that NewDay Ltd were irresponsible in providing her with two Aqua credit cards and increasing the credit limit on one of the cards. What happened In January 2023, NewDay provided Miss C with an Aqua credit card, account ending 551, with a... (3 pages)View decision