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-5822884
8 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5822884 The complaint Mr J has complained about the decision of British Gas Insurance Limited (‘British Gas’) to decline his claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the p... (5 pages)View decision -
Decision Reference DRN-5839551
8 Dec 2025 Stonebridge Mortgage Solutions Ltd Not upheldMortgagesDRN-5839551 The complaint Mr C complains that as a result of taking mortgage advice from Stonebridge Mortgage Solutions Ltd his ex-partner (who I’ll refer to as Mrs C) is named on the property title. He says he’s suffered financial loss and this affected his mental health. What happened... (4 pages)View decision -
Decision Reference DRN-5921701
8 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5921701 The complaint Mr M complains that HSBC UK Bank Plc blocked a payment he tried to make from his current account, and that its customer service was poor when he tried to sort things out. What happened Mr M banks with HSBC. On 28 June 2025 he tried to transfer £400 to a friend ... (3 pages)View decision -
Decision Reference DRN-5885285
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5885285 The complaint Ms B and Mr 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... (8 pages)View decision -
Decision Reference DRN-5863314
8 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5863314 The complaint Mr C complains Aviva Insurance Limited (Aviva) unfairly charged a fee when he made an amendment to his motor insurance policy, and provided a poor level of service. What happened Mr C took out a motor insurance policy with Aviva. When Mr C changed address, he ... (2 pages)View decision -
Decision Reference DRN-5965971
8 Dec 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5965971 The complaint Miss S complains about the quality of a vehicle that was supplied through a motor finance agreement with Volvo Car UK Limited (Volvo). What happened In April 2024, Miss S acquired a car using a hire agreement with Volvo. Miss S was due to make monthly repayment... (3 pages)View decision -
Decision Reference DRN-5900351
8 Dec 2025 Phoenix Group Management Services Limited Not upheldMortgagesDRN-5900351 The complaint Miss C, the executor of the estate of her late mother Ms C, complains about Ms C’s lifetime mortgage which is now with Phoenix Group Management Services Limited. In particular, she’s unhappy that the mortgage was secured over the titles of two separate plots of... (4 pages)View decision -
Decision Reference DRN-5963767
8 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5963767 The complaint Mr E complains about delays in Admiral Insurance (Gibraltar) Limited’s response following a claim made on his breakdown cover – an included add on attached to his motor insurance policy. Any references to Admiral also include its agents What happened Mr E and ... (3 pages)View decision -
Decision Reference DRN-5735409
8 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5735409 The complaint Mrs C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 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) (... (8 pages)View decision -
Decision Reference DRN-6002568
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6002568 The complaint Miss A complains that Barclays Bank Plc UK didn’t do enough to help her when she told it about a dispute she had with a merchant over goods paid for using her Barclays debit card. What happened On 3 December 2024 Miss A purchased a mobile phone online from a me... (3 pages)View decision