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-5872511
7 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5872511 The complaint Ms B on behalf of the estate of her mother Ms B, has complained about U K Insurance Limited (UKI)’s decision to decline a claim made against a home insurance policy. What happened Ms B’s late mother Ms B bought a home insurance policy with UKI. Sadly on 6 Novem... (2 pages)View decision -
Decision Reference DRN-5925872
7 Jan 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5925872 The complaint Mr G complains about the administration of a hire agreement taken out with Tesla Financial Services Limited (“TFSL”). What happened In September 2024, Mr G placed an order for a brand new car. Mr G chose to lease the car from TFSL and signed a hire agreement. T... (3 pages)View decision -
Decision Reference DRN-6053565
7 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6053565 The complaint Mr A complains that AXA Insurance UK Plc (“AXA”) cancelled his policy and wouldn’t pay his claim when it said he’d misrepresented his car’s details when applying for insurance. What happened Mr A had a car insurance policy with AXA. He arranged the policy onlin... (4 pages)View decision -
Decision Reference DRN-5946567
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5946567 The complaint Mr F complains that Barclays Bank UK PLC failed to meet his accessibility needs when wanting to raise a complaint with it, creating unnecessary accessibility barriers for him. What happened Mr F says Barclays has failed to provide him with an accessible way to ... (3 pages)View decision -
Decision Reference DRN-6037635
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6037635 The complaint Ms G’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-5973755
7 Jan 2026 One Call Insurance Services Limited UpheldInsuranceDRN-5973755 The complaint Mrs S and Mr S complain about One Call Insurance Services Limited (“OCI”) and the service provided to them during their policy renewal which they feel left them underinsured. Mrs S has acted as the main representative during the claim and complaint process. So,... (4 pages)View decision -
Decision Reference DRN-5728547
7 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5728547 The complaint Mr C is unhappy that American Express Services Europe Limited (‘Amex’) allowed a transaction on his credit card, taking him over his credit limit, despite his request that the payment not be authorised. What happened The complaint circumstances are well known ... (3 pages)View decision -
Decision Reference DRN-5854909
7 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5854909 The complaint Mrs R’s complaint is, in essence, that First Holiday Finance Limited (“FHF”) 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... (12 pages)View decision -
Decision Reference DRN-6059880
7 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6059880 The complaint Mrs D complains that Santander UK Plc (Santander) sent her emails in the early hours of the morning and these woke her up. Mrs D also complains that Santander mentioned the incorrect time of waking her in their written response. What happened Mrs D has a bank ... (3 pages)View decision -
Decision Reference DRN-5835144
7 Jan 2026 Howden Employee Benefits & Wellbeing Limited Not upheldInsuranceDRN-5835144 The complaint Ms H complains Howden Employee Benefits & Wellbeing Limited (Howden) mis-sold her a private medical insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve summarised events. In 2022 Howden recommended ... (3 pages)View decision