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-5846702
10 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5846702 The complaint Mr S has complained that AXA Insurance UK Plc (“AXA”) hasn’t reimbursed him for work he had done on his property, following a claim made under his landlord insurance policy. What happened In October 2023, Mr S discovered a pipe was leaking at a property he rent... (3 pages)View decision -
Decision Reference DRN-5941824
10 Feb 2026 Xbridge Limited Not upheldInsuranceDRN-5941824 The complaint Mr and Mrs S complain about how Xbridge Limited trading as Simply Business administered a commercial property insurance policy. What happened The history and details of this complaint are well known to both parties, so I won’t repeat them all again here. Instea... (2 pages)View decision -
Decision Reference DRN-5810557
10 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5810557 The complaint Mr K complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-6143489
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6143489 The complaint Mrs O’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) (... (4 pages)View decision -
Decision Reference DRN-5794040
10 Feb 2026 Vodafone Limited Not upheldConsumer CreditDRN-5794040 The complaint Miss D has complained Vodafone Limited is charging her for a phone she says she no longer has in her possession and a loan she says she didn’t agree to. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly... (4 pages)View decision -
Decision Reference DRN-6143013
10 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6143013 The complaint A company, which I will call ‘M’ complains about the actions and service provided by Barclays Bank UK PLC when it blocked its business account. To put things right, more compensation than Barclays has offered is being requested. Mr W, who is a director of M, b... (3 pages)View decision -
Decision Reference DRN-5989606
10 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5989606 The complaint Miss S has complained Nationwide Building Society provided incorrect information to a third party which led to a fraud-related marker being lodged in her name. What happened In 2024 Miss S applied for a student loan with a third party (who I’ll call S). As part... (3 pages)View decision -
Decision Reference DRN-5914845
10 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-5914845 The complaint X and Mr V complain about how AmTrust Speciality Limited (AmTrust) has said it will settle a claim made under their Premier Guarantee warranty for damage to their home. Any references to AmTrust include its agents. What happened X and Mr V made a claim for wa... (3 pages)View decision -
Decision Reference DRN-6093289
10 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6093289 The complaint Mrs N complains that Black Horse Limited (“Black Horse”) unfairly terminated a hire purchase agreement she held with them. What happened In April 2022, Mrs N acquired a used car using a hire purchase agreement with Black Horse. In October 2024, Mrs N’s accoun... (3 pages)View decision -
Decision Reference DRN-6113927
10 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6113927 The complaint Mr F has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, and then provided inadequate compensation after they agreed to remove the marker. What happened Mr F opened an account with HSBC in February 2... (2 pages)View decision