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-5879472
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5879472 The complaint Ms R complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) dealt with a claim she made in relation to a transaction financed using a fixed sum loan agreement. What happened In June 2023, Ms R bought flooring from a compa... (4 pages)View decision -
Decision Reference DRN-6034840
15 Jan 2026 Quilter Holdings Limited UpheldInsuranceDRN-6034840 The complaint Ms D is unhappy with advice she received in February 2002, given by an appointed representative (AR) of Quilter Holdings Limited (Quilter). What happened As Quiter are responsible for this complaint I will refer to them throughout this decision. Ms D met with... (5 pages)View decision -
Decision Reference DRN-5856419
15 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5856419 The complaint Mrs A is unhappy with how Domestic & General Insurance Plc (D&G) has handled her claim for a games console under her Monthly Care Insurance Policy. Any reference to D&G includes its agents. Mrs A is represented by Mr M, and it’s been Mr M handling ... (3 pages)View decision -
Decision Reference DRN-6057705
15 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6057705 The complaint Mr S is unhappy that Santander UK Plc (‘Santander’) applied a mark-up when converting two incoming international payments after he was told that they don’t apply one. What happened I issued a provisional decision on this complaint, inviting both parties to let ... (4 pages)View decision -
Decision Reference DRN-5713997
15 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5713997 The complaint Mr L complains about the renewal price of his motor insurance policy with UK Insurance Limited trading as Churchill (UKI). What happened Mr L held a motor insurance policy with UKI costing approximately £365. That policy renewed and its price increased to arou... (2 pages)View decision -
Decision Reference DRN-5737827
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5737827 The complaint Mr C is unhappy Lloyds Bank PLC closed his account in error. What happened Mr C has a current account with Lloyds. In May 2025 Lloyds received notice from a solicitor that someone with Mr C’s name and date of birth had passed away and, in error, Mr C’s account... (2 pages)View decision -
Decision Reference DRN-6015592
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6015592 The complaint Mrs M complains that Santander UK Plc declined to issue her a new debit card and then closed her account. They passed the debts to external debt collectors. She thinks this was discriminatory. She’d like to be compensated. What happened Mrs M held accounts wit... (3 pages)View decision -
Decision Reference DRN-6033222
15 Jan 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6033222 The complaint Mr A complains that Accredited Insurance (Europe) Ltd (AIE) avoided his short-term motor insurance policy and didn’t deal with his claim. He’s also unhappy that it caused delays in the claim. Reference to AlE includes its agents. What happened In May 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5786393
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786393 The complaint A company which I’ll call ‘T’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on T’s behalf by one of its directors, Mr P. What happened T held a business current account with Barclays. Mr... (3 pages)View decision -
Decision Reference DRN-6053370
15 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-6053370 The complaint Miss H complains that Tandem Motor Finance Ltd unfairly entered into a hire purchase agreement with her. What happened In October 2023, Tandem provided Miss H with finance for a car. The cash price of the car was £18,995 and there was a deposit of £250. The am... (8 pages)View decision