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-6062128
30 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6062128 The complaint Mr M complains that a car supplied to him on finance with MotoNovo Finance Limited (‘MFL’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (4 pages)View decision -
Decision Reference DRN-5981799
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5981799 The complaint Mr K complains that HSBC UK Bank Plc (‘HSBC’) declined to reimburse him when he says he fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in su... (3 pages)View decision -
Decision Reference DRN-5983539
30 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5983539 The complaint Miss F complained about the way Monzo Bank Ltd (“Monzo”) administered her account. What happened The parties are familiar with the background of this complaint so I will summarise it here which reflects my informal remit. Miss F disputed a £900.35 card transact... (3 pages)View decision -
Decision Reference DRN-5811416
30 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5811416 The complaint Ms J has complained that U K Insurance Limited trading as Privilege (UKI) unfairly recorded an incident under her home insurance policy. Ms J says she didn’t intend to claim, she only made an enquiry. What happened In November 2024 Ms J contacted UKI to report ... (2 pages)View decision -
Decision Reference DRN-6112321
30 Jan 2026 LEASYS UK LTD UpheldConsumer CreditDRN-6112321 The complaint Mr R complains that a new car he leased via a personal hire agreement with Leasys UK Ltd wasn’t of satisfactory quality. What happened In July 2024 Mr R entered into two-year hire agreement with Leasys UK Ltd for a new electric car. Mr R says within a few days ... (4 pages)View decision -
Decision Reference DRN-5906850
30 Jan 2026 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5906850 The complaint Mr K has complained that AA Underwriting Insurance Company Limited (AAUICL) unfairly cancelled his car insurance policy. What happened Mr K bought a car insurance policy with AAUICL in June 2025 to start on 9 July 2025. AAUICL emailed Mr K for validation docume... (2 pages)View decision -
Decision Reference DRN-5901453
30 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5901453 The complaint A limited company, which I will refer to as R in this decision, has complained about the handling of a claim by Hiscox Insurance Company Limited, made for business interruption losses under its business insurance policy. Mr L, as a director of R, has brought th... (7 pages)View decision -
Decision Reference DRN-6090127
30 Jan 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6090127 The complaint Mr M complains about the way BUPA Insurance Limited (BUPA) has settled the claim he made under a private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr M was cover... (2 pages)View decision -
Decision Reference DRN-5321877
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5321877 The complaint Miss B complains that Barclays hasn’t reimbursed money she paid for what she now believes to have been a scam. Miss B has previously referred related complaints about this matter, but for the avoidance of doubt my decision solely concerns her complaint about B... (4 pages)View decision -
Decision Reference DRN-6117950
30 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6117950 The complaint Mr and Mrs G’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)... (11 pages)View decision