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-6083691
16 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6083691 The complaint Mr P’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (12 pages)View decision -
Decision Reference DRN-5886622
16 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5886622 The complaint Ms P complained that Aviva Insurance Limited (“Aviva”) unfairly declined her claim for damage caused by subsidence, under her home buildings insurance policy. What happened In March 2025 Ms P said she commissioned a defect survey of her home. She had noticed cr... (3 pages)View decision -
Decision Reference DRN-6083763
16 Jan 2026 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-6083763 The complaint Mr R complains, with the help of a professional third party, that Quilter Financial Planning Solutions Limited (‘QFPSL’) has not provided ongoing services in respect of his pension despite receiving regular fees to do so. What happened Mr R held pensions with t... (5 pages)View decision -
Decision Reference DRN-5982798
16 Jan 2026 Scott Consumer Finance Ltd Not upheldConsumer CreditDRN-5982798 The complaint Mr A complains about the way Scott Consumer Finance Ltd (‘SC’) handled his claim under section 75 of the Consumer Credit Act 1974. What happened Both parties to this complaint are aware of the background so I’ll focus my decision on my findings which I’ve set o... (2 pages)View decision -
Decision Reference DRN-6065058
16 Jan 2026 Sky UK Limited UpheldConsumer CreditDRN-6065058 The complaint Mr E complains Sky UK Limited unfairly defaulted his credit agreement. What happened In December 2022, Mr E entered a fixed sum loan agreement with Sky to acquire a tablet, which was to be repaid over 36 months. In March 2023, the monthly direct debit was ret... (3 pages)View decision -
Decision Reference DRN-5606657
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5606657 The complaint Miss S complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap ... (2 pages)View decision -
Decision Reference DRN-5925186
16 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5925186 The complaint Miss G complains about Advantage Insurance Company Limited’s (“Advantage”) valuation of her car following a claim under her car insurance policy. What happened Miss G’s car was written-off but she wasn’t happy with the valuation reached by Advantage for her ca... (3 pages)View decision -
Decision Reference DRN-6083302
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6083302 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)... (13 pages)View decision -
Decision Reference DRN-5959189
16 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5959189 The complaint Miss C complains that the car she acquired through Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (“VFS”) wasn’t of satisfactory quality. She wants a replacement car and some compensation for the inconvenience and worry she... (4 pages)View decision -
Decision Reference DRN-5606608
16 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5606608 The complaint Miss S complains that Metro Bank PLC did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap i... (2 pages)View decision