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-5933459
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5933459 The complaint Mr P complains HSBC UK Bank Plc (“HSBC”) blocked and then closed his account with immediate effect. Mr P is also unhappy that after another bank removed an adverse fraud marker it applied against him, HSBC refuse to re-open an account for him. Mr P says HSBC’s ... (2 pages)View decision -
Decision Reference DRN-5822748
16 Jan 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5822748 The complaint Miss C has complained about the way Omni Capital Retail Finance Limited (“Omni”) dealt with a claim in relation to a surgical procedure she financed through a fixed sum loan with it. What happened The circumstances of the complaint are well known to the partie... (4 pages)View decision -
Decision Reference DRN-5820929
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5820929 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Backgroun... (13 pages)View decision -
Decision Reference DRN-6047172
16 Jan 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6047172 The complaint Mr and Mrs W are unhappy with the factors BUPA Insurance Limited considered whilst assessing the cost of their policy. This complaint is brought by Mr W and so, for simplicity, I’ll refer to all submissions as being made by him personally. What happened Mr and ... (3 pages)View decision -
Decision Reference DRN-6058461
16 Jan 2026 Hamilton Insurance Designated Activity Company UpheldInsuranceDRN-6058461 The complaint Ms H has complained about the service she received from Hamilton Insurance Designated Activity Company when she made a claim on her cancer care policy. What happened Ms H held a policy with Hamilton relating to cancer care. It provided a sum assured of £30,000... (3 pages)View decision -
Decision Reference DRN-6014355
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6014355 The complaint Mrs W complains about errors setting up a payment plan with TSB Bank plc (“TSB”), and problems getting a third party registered to help her manage her account. What happened Mrs W has been represented to bring her complaint to our service, but for simplicity, I... (3 pages)View decision -
Decision Reference DRN-6085693
16 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6085693 The complaint Mr C complained that AXA Insurance UK Plc (“AXA”) handled his flood damage claim poorly and dealt with it unfairly on a proportional basis, under his home buildings insurance policy. What happened Mr C’s property was flooded in January 2024. He said he took mit... (6 pages)View decision -
Decision Reference DRN-5997084
16 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-5997084 The complaint Mr M and Miss W complain that First Central Underwriting Limited (First Central) unfairly declined a claim under their motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Mr M and Miss W have a mot... (4 pages)View decision -
Decision Reference DRN-5966170
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5966170 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 them under Section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-6078504
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078504 The complaint Mrs P’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (10 pages)View decision