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-5889978
9 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5889978 The complaint Mr and Mrs W complain about how U K Insurance Limited (“UKI”) investigated and declined their home insurance claim for water damage. They also complain about how UKI responded to further evidence. Mr and Mrs W are joint policyholders. However, I mainly refer to... (3 pages)View decision -
Decision Reference DRN-6128082
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6128082 The complaint Ms A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (10 pages)View decision -
Decision Reference DRN-5960288
9 Feb 2026 Vodafone Limited Not upheldConsumer CreditDRN-5960288 The complaint Mr L has complained about how Vodafone Limited has administered a credit agreement linked to his phone. What happened Our Investigator set out a detailed timeline of events in their findings. So, I think it’s fair to say the parties are familiar with the backgr... (6 pages)View decision -
Decision Reference DRN-6138541
9 Feb 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-6138541 The complaint Mr E and Mrs E complain that Watford Insurance Company Europe Limited have offered a settlement which doesn’t cover the cost of the replacement kitchen and have provided poor service. What happened Mr E and Mrs E held buildings and contents insurance with Watf... (4 pages)View decision -
Decision Reference DRN-6065805
9 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6065805 The complaint Mr K has complained Vanquis Bank Limited has placed a default on his credit record for a credit card he never took out. What happened A credit card account with Vanquis was opened on 28 March 2023. At this time Mr K wasn’t in the country and didn’t return the U... (3 pages)View decision -
Decision Reference DRN-5962644
9 Feb 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5962644 The complaint Mr C’s complaint, about Phoenix Life Limited trading as Standard Life (Standard Life), is about the administration of his SIPP (self invested personal pension) and Standard Life’s customer service. What happened I issued a provisional decision on 4 November 20... (13 pages)View decision -
Decision Reference DRN-5986358
9 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5986358 The complaint Mr A complains that Nationwide Building Society unfairly refuses to refund him money he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, I’ve summarise... (3 pages)View decision -
Decision Reference DRN-6134635
9 Feb 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6134635 The complaint Mr K has complained that AXA PPP Healthcare Limited declined a claim he made on a private medical insurance policy. What happened Mr K had a medical test in October 2024 that resulted in a diagnosis of hiatus hernia. He therefore made a claim on the policy for... (2 pages)View decision -
Decision Reference DRN-5126183
9 Feb 2026 Assetz SME Capital Limited Not upheldInvestmentsDRN-5126183 The complaint Mr G complains Assetz SME Capital Limited has unfairly introduced a Withdrawal Fee from his peer-to-peer (P2P) lending account. He is also unhappy about another fee introduced on his account for making an ISA transfer. He requested that it should revise the fee... (9 pages)View decision -
Decision Reference DRN-6137474
9 Feb 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-6137474 The complaint D complains that Amazon Payments UK Limited (‘APUK’) have unfairly closed and restricted access to the funds in its seller account. D is represented in bringing its complaint to us by its director, Mr S. What happened In late 2022, APUK asked D to provide a uti... (5 pages)View decision