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
-
Decision Reference DRN-5708441
2 Jan 2026 Vodafone Limited UpheldConsumer CreditDRN-5708441 The complaint Mr J complained about the way Vodafone Limited (“Vodaphone”) administered fixed sum loan agreements he’d taken out to buy phones. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly he... (3 pages)View decision -
Decision Reference DRN-6034811
2 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6034811 The complaint Mr H has complained that First Central Underwriting Limited unfairly cancelled his car insurance policy. He’s unhappy that First Central says he owes a balance which it has passed to a debt recovery agent. What happened Mr H renewed his car insurance policy wit... (2 pages)View decision -
Decision Reference DRN-6052080
2 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6052080 The complaint Mr and Mrs W were unhappy with the workmanship carried out by Liverpool Victoria Insurance Company Limited (“LV”) in relation to their home insurance claim. What happened LV accepted Mr and Mrs W’s claim when damage was caused during a break into their home. Mr... (4 pages)View decision -
Decision Reference DRN-6027979
2 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6027979 The complaint Mrs D’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’), (2) deciding a... (11 pages)View decision -
Decision Reference DRN-5961170
2 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5961170 The complaint Mr N is unhappy that American Express Services Europe Limited (“AmEx”) won’t accept a bill of exchange as payment to his account. What happened In April 2025, Mr N submitted a bill of exchange to AmEx as payment towards his account. Mr N then noticed that AmEx ... (3 pages)View decision -
Decision Reference DRN-6051766
2 Jan 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6051766 The complaint Mr L complains that Aviva Life & Pensions UK Limited (“Aviva”) sent correspondence to the wrong address. What happened Mr L had a life policy with Aviva. For many years he had, for convenience, asked Aviva to send correspondence to his parents’ address. In ... (2 pages)View decision -
Decision Reference DRN-5879830
2 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5879830 The complaint Mr M and Mrs W have complained about their home contents insurer U K Insurance Limited (UKI) because it declined their claim for four bikes stolen from their home. Mrs W has mainly dealt with the claim and complaint. For ease of reading, in the body of this de... (2 pages)View decision -
Decision Reference DRN-6050599
2 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6050599 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (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... (10 pages)View decision -
Decision Reference DRN-5827691
2 Jan 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-5827691 The complaint Mr and Mrs S are unhappy with both how their claim was managed and with the settlement they were offered by Advantage Insurance Company Limited (“AI”) under their home insurance policy. What happened Mr and Mrs S made a claim after a fire caused damage to their... (3 pages)View decision -
Decision Reference DRN-5942528
2 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5942528 The complaint Mr G complains that HSBC UK Bank Plc closed his account without warning and without good reason. What happened On 8 August 2025 Mr G tried to use his HSBC debit card in a cash machine. He was unable to do so, and his card was retained. He contacted the bank to ... (2 pages)View decision