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 130332 results
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Decision Reference DRN-6186576
27 Feb 2026 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-6186576 The complaint Ms Z complains Paysafe Financial Services Limited (PFS) failed to successfully undertake an international transfer to a third-party bank, causing her to lose over 130USD. What happened I sent the parties a provisional decision in February 2026, in which I set o... (4 pages)View decision -
Decision Reference DRN-4578200
27 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4578200 The complaint Mr and Mrs M’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)... (22 pages)View decision -
Decision Reference DRN-6186936
27 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6186936 The complaint Mr O complains AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMERICAN EXPRESS) failed to apply a promotional offer to his credit card. Mr O says AMERICAN EXPRESS mis-led him and he is also unhappy with the poor service he received. What happened • In July 2025, Mr ... (3 pages)View decision -
Decision Reference DRN-6186107
27 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6186107 The complaint Mr K on behalf of A complains about the settlement offered by U K Insurance Limited (UKI) following a claim on his motor trader policy. What happened A have a motor trader policy with UKI. I’m sorry to hear about a fire at A’s premises which led to damage to mu... (5 pages)View decision -
Decision Reference DRN-6186356
27 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6186356 The complaint Ms P is unhappy that her car was declared a total loss by her insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), and doesn’t agree with the salvage category it was placed in. What happened I issued a provisional decision regarding this complaint last ... (7 pages)View decision -
Decision Reference DRN-6005672
27 Feb 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6005672 The complaint Mr N complained that Marshmallow Insurance Limited (“Marshmallow”) failed to inform him about a claim against his motor insurance policy and unfairly settled in the third party’s (“TP”) favour. What happened In October 2024 Mr N said he was involved in a minor ... (3 pages)View decision -
Decision Reference DRN-6123729
27 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6123729 The complaint Mr K complains that American Express Services Europe Limited (Amex) unfairly recorded late payment markers against his credit file while he was on a payment break. What happened Mr K holds a credit card account with Amex. In late 2024 - as a result of what app... (4 pages)View decision -
Decision Reference DRN-5996689
27 Feb 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5996689 The complaint Mrs H complains that a car supplied under a hire agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna) was of unsatisfactory quality. What happened In May 2025, Mrs H entered a hire agreement for a new car with Novuna, and the... (5 pages)View decision -
Decision Reference DRN-6168820
27 Feb 2026 Evelyn Partners Investment Management Services Limited UpheldPensions and AnnuitiesDRN-6168820 The complaint Mr T complains that Evelyn Partners Investment Management Services Limited trading as Bestinvest (‘Bestinvest’) incorrectly confirmed to a pension provider (that I’ll refer to as Business A) that it/Mr T’s Self-invested Personal Pension (‘SIPP’) could accept pa... (6 pages)View decision -
Decision Reference DRN-6178755
27 Feb 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6178755 The complaint Mr M has complained about how long it took Advantage Insurance Company Limited to notify him that a claim a third-party made against his motor insurance policy was removed from relevant databases. What happened In July 2021, a third-party notified Advantage abo... (2 pages)View decision