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
-
Decision Reference DRN-6154425
16 Feb 2026 Embark Services Limited UpheldPensions and AnnuitiesDRN-6154425 The complaint Mr C has complained about the actions of Embark Services Limited when he tried to transfer his self-invested personal pension (“SIPP”). He says Embark caused the process to become unnecessarily protracted, causing him financial and emotional distress as a resul... (6 pages)View decision -
Decision Reference DRN-6005699
16 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-6005699 The complaint Ms S complains that when she made a claim on her motor insurance policy, esure Insurance Limited undervalued her written-off car and provided poor service in general. What happened Ms S’s car was damaged in a non-fault accident. She thought esure hadn’t taken ... (3 pages)View decision -
Decision Reference DRN-6138557
16 Feb 2026 Allianz Insurance Plc UpheldInsuranceDRN-6138557 The complaint Ms Z complains about the way Allianz Insurance Plc handled a claim made under a buildings insurance policy for subsidence. Reference to Allianz includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and... (3 pages)View decision -
Decision Reference DRN-6155616
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6155616 The complaint Mr and Mrs E’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)... (10 pages)View decision -
Decision Reference DRN-5946468
16 Feb 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5946468 The complaint Mr C complains that PDL Finance Limited trading as Mr Lender lent to him irresponsibly. Mr C says that the interest rates were too high. What happened Here is a brief table to show the lending relationship. Loan Approved Amount Repayment (variable sums) Repaid/... (3 pages)View decision -
Decision Reference DRN-5955629
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5955629 The complaint Miss E complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her a loan without carrying out sufficient affordability checks. What happened Miss E was advanced one instalment loan of £300 in July 2025 and she was due to make 4 m... (3 pages)View decision -
Decision Reference DRN-5985880
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5985880 The complaint Mr P complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express “AESEL” has re-debited annual cashback it applied twice, due to a system error. What happened Besides summarising Mr P’s complaint, I won’t repeat all the facts here, as t... (2 pages)View decision -
Decision Reference DRN-5998874
16 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-5998874 The complaint Mrs and Mr R’s complaint is about a mortgage they held until recently with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that VM imposed an early repayment charge (ERC) when they repaid the mortgage a few weeks before the en... (3 pages)View decision -
Decision Reference DRN-6093266
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6093266 The complaint Miss C complains that PayPal UK Ltd (PayPal) acted unfairly by agreeing to lend to her. What happened Around April 2019 Miss C applied for a revolving credit facility (credit card) with PayPal. Her application was successful with PayPal issuing a credit card to... (4 pages)View decision -
Decision Reference DRN-5979315
16 Feb 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5979315 The complaint Mr G complains PRA Group (UK) Limited: • Didn’t review his financial details properly and unfairly turned down his offer to settle his debts with them. • Asked him to provide his financial information again when he’d provided it before. • Their response to the ... (6 pages)View decision