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-5876995
6 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5876995 The complaint Mr V is unhappy that Aviva Life & Pensions UK Limited mis-sold him two income protection policies in the 1990s. All reference to Aviva includes the company which originally sold the policies to Mr V. What happened Aviva sold Mr V two income protection pol... (4 pages)View decision -
Decision Reference DRN-6051851
6 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6051851 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) declined their claim against a travel insurance policy. Reference to UKI includes its agents. What happened Mr and Mrs H have travel insurance as a benefit of a current account. They planned a four-night t... (4 pages)View decision -
Decision Reference DRN-6058512
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6058512 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)... (9 pages)View decision -
Decision Reference DRN-6056613
6 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6056613 The complaint A company I’ll refer to as J complains about how Admiral Insurance (Gibraltar) Limited has dealt with a claim in made on its commercial motor insurance policy. Mr E the owner of J, brings the complaint on its behalf. What happened A vehicle leased by J was invo... (5 pages)View decision -
Decision Reference DRN-6030836
6 Jan 2026 Orwell Insurance Services Limited UpheldInsuranceDRN-6030836 The complaint Mr A is unhappy that Orwell Insurance Services Limited (“Orwell”) didn’t tell him it would keep the commission it received if he cancelled his insurance policy mid-term. What happened The background to this complaint is well-known to both parties, so I’ve summa... (4 pages)View decision -
Decision Reference DRN-5943720
6 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5943720 The complaint Mr and Mrs L are unhappy with the way Aviva Insurance Limited handled a claim made – and the assistance received - under their travel insurance policy (‘the policy’). This was after Mr L fell and injured his face, damaging his teeth, whilst abroad. All referen... (3 pages)View decision -
Decision Reference DRN-6052382
6 Jan 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-6052382 The complaint Ms B complains about how enquiries relating to her pension savings have been handled by Scottish Widows Limited. What happened At the time she made her complaint Ms B held pension savings with Scottish Widows in two separate pension plans. Each of those plans a... (3 pages)View decision -
Decision Reference DRN-5997007
6 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5997007 The complaint Mrs H has complained that Shop Direct Finance Company Limited, trading as Very, were irresponsible in opening a credit card account and subsequently increasing the credit limit. What happened Very provided Mrs H with a credit card in October 2018 with a limit o... (3 pages)View decision -
Decision Reference DRN-6056473
6 Jan 2026 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-6056473 The complaint Mr G is unhappy Marks & Spencer Financial Services Plc trading as M&S Bank has rejected his claim for a refund for a pair of glasses. What happened Mr G ordered a pair of prescription glasses from an online supplier in August 2024, paying around £290 on... (6 pages)View decision -
Decision Reference DRN-5996096
6 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-5996096 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In July 2024, Mr K was supplied with a used car through a hire purchase agreement with Startline. Th... (5 pages)View decision