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 388057 results
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Decision Reference DRN-6027835
13 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6027835 The complaint Mrs and Mr D have complained about the service provided by Aviva Insurance Limited (‘Aviva’) under their buildings insurance policy following an escape of water claim. For the avoidance of doubt, the term ‘Aviva’ includes reference to its agents and contractors... (5 pages)View decision -
Decision Reference DRN-6058830
13 Jan 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6058830 The complaint Mrs S complains that AXA PPP Healthcare Limited applied an exclusion retrospectively under her private health insurance policy and declined a claim as a result of this. What happened Mrs S has been represented by Mr S. He called AXA in November 2024 as he want... (5 pages)View decision -
Decision Reference DRN-5929733
13 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5929733 The complaint Mr N complained about HSBC UK Bank Plc trading as first direct, after he could not meet its verification requirements. He later switched to another bank but was dissatisfied when the amount transferred was less than expected. Mr N raised several concerns, main... (3 pages)View decision -
Decision Reference DRN-6054269
13 Jan 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6054269 The complaint Mr S complains that AmTrust Specialty Limited unfairly declined a claim he made on his Premier Guarantee building warranty policy. What happened Mr S owns an apartment in a block. His property, and the building, is covered by a ten-year building warranty polic... (5 pages)View decision -
Decision Reference DRN-6059671
13 Jan 2026 Marsh FM LLP UpheldConsumer CreditDRN-6059671 The complaint Miss L is unhappy that Marsh FM LLP (Marsh) has provided her with inconsistent information regarding money she owes under her hire purchase agreement. When I refer to what Miss L and Marsh said or did, it should also be taken to include things said or done on ... (3 pages)View decision -
Decision Reference DRN-5745992
13 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5745992 The complaint Mr J has complained to Quilter Financial Services Limited (“PensionLite”) about the advice and service he received while trying to purchase an annuity. What happened Mr J was selling his home and moving abroad. He wished to use £850,000 from the proceeds of hi... (7 pages)View decision -
Decision Reference DRN-5848522
13 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5848522 The complaint Mr H is unhappy that a spend tracker maintained by American Express Services Europe Limited (“AmEx”) on their mobile app stopped working, making it difficult for him to track his credit card spending. What happened Mr H holds a card with AmEx that allows him to... (2 pages)View decision -
Decision Reference DRN-5956747
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5956747 The complaint Mrs H’s complaint is 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) deciding against p... (13 pages)View decision -
Decision Reference DRN-5948282
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5948282 The complaint A limited company, which I’ll refer to as G, complains that Santander UK Plc has introduced a monthly fee for its business bank account. What happened G opened a business account with Santander in 2008. At the time, the account was marketed as “free forever” an... (3 pages)View decision -
Decision Reference DRN-5776223
13 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5776223 The complaint Mr and Mrs B complain about how AXA Insurance UK Plc have handled a claim on their buildings insurance policy What happened The events are well known to both parties, so I won’t repeat them in detail again here. In summary, a claim for subsidence was raised in ... (3 pages)View decision