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-6089728
9 Feb 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6089728 The complaint Mrs B complains about the amount Watford Insurance Company Europe Limited has paid to settle a claim under her pet insurance policy. Where I refer to Watford, this includes the actions of its agents and claims handlers for which it takes responsibility. What ... (3 pages)View decision -
Decision Reference DRN-6139704
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6139704 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)... (14 pages)View decision -
Decision Reference DRN-6138539
9 Feb 2026 Phoenix Life Limited UpheldInsuranceDRN-6138539 The complaint Mr C complains that Phoenix Life Limited (“Phoenix Life”) mis-sold him life cover in 1999 and he would like compensation for that mis-selling. What happened Mr C believes Phoenix Life mis-sold him life cover in 1999. He states he thought he was entering a mortg... (4 pages)View decision -
Decision Reference DRN-5957553
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957553 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Hitachi Capital Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit... (13 pages)View decision -
Decision Reference DRN-6109884
9 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6109884 The complaint Miss L complains Advantage Insurance Company Limited (Advantage) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns... (3 pages)View decision -
Decision Reference DRN-5948391
9 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5948391 The complaint Mr P is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, restricted his account after he had confirmed to them that an attempted transaction that they’d held concerns about was legitimate. What happened Mr P tried to make a payment using his Tesco cred... (3 pages)View decision -
Decision Reference DRN-5979528
9 Feb 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5979528 The complaint Mr G complains Watford Insurance Company Europe Limited (Watford) unfairly voided his motor insurance policy and refused to pay his claim. Reference to Watford includes its agents What happened Mr G explained that his friend, Mr T lived in the UK and had a pro... (3 pages)View decision -
Decision Reference DRN-6127642
9 Feb 2026 Allianz Insurance Plc Not upheldInsuranceDRN-6127642 The complaint A limited company, which I will refer to in this decision as M, ha complained about the settlement made in respect of a theft claim under its commercial insurance policy with Allianz Insurance Plc. Mr G, as a director of M, has brought the complaint on its beha... (5 pages)View decision -
Decision Reference DRN-6099664
9 Feb 2026 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-6099664 The complaint E – a limited company – complains that The Mortgage Works (UK) Plc (TMW) unfairly cancelled an application for a further advance on a buy to let mortgage. What happened In 2022, E took out a buy to let mortgage with TMW. In 2025, it applied for a further advanc... (2 pages)View decision -
Decision Reference DRN-6138350
9 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6138350 The complaint Mrs S complains that HSBC UK Bank Plc unfairly failed to release her from a personal guarantee she gave for a limited company. What happened Mrs S was a co-director and co-owner of a limited company, which I’ll call J. She ran the company with her partner (in b... (3 pages)View decision