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 400694 results
-
Decision Reference DRN-5907419
1 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5907419 The complaint Mr A complains that Wise Payments Limited won’t reimburse him after he made payments to purchase a gaming account, that he now considers was a scam. What happened Mr A has explained that he was speaking to an individual, who I’ll refer to as Mr B, on an instant... (3 pages)View decision -
Decision Reference DRN-6176061
1 Apr 2026 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-6176061 The complaint Miss C complains that Countrywide Assured Plc (“Countrywide”) failed to pay her pension benefits to her in a timely manner. What happened Miss C held pension savings with Countrywide. In April 2025 Miss C got in touch with Countrywide to request a retirement pa... (3 pages)View decision -
Decision Reference DRN-5907530
1 Apr 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5907530 The complaint Mr A complains that Prepay Technologies Ltd trading as PrePay Solutions (Monese) won’t reimburse him after he made payments to purchase gaming account add-ons, that he now considers were part of a scam. What happened Mr A has explained that he was speaking to a... (3 pages)View decision -
Decision Reference DRN-6267657
1 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6267657 The complaint M complains U K Insurance Limited trading as NIG (UKI) has unfairly declined a claim it made on its commercial property insurance policy. M is being represented in bringing this complaint, but for ease I’ve referred to all comments and actions as being those o... (4 pages)View decision -
Decision Reference DRN-6207038
1 Apr 2026 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-6207038 The complaint Mr A complains about excess mileage charges Hyundai Capital UK Limited, trading as Hyundai Finance Contract Hire (Hyundai), asked him to pay. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ov... (2 pages)View decision -
Decision Reference DRN-6103543
1 Apr 2026 Yorkshire Building Society Not upheldMortgagesDRN-6103543 The complaint Mr and Mrs B’s complaint relates to their mortgage they hold with Yorkshire Building Society (“YBS”). They’re unhappy that the interest rate products that were available to them, as existing customers, had higher interest rates than the products that were avail... (3 pages)View decision -
Decision Reference DRN-6056287
1 Apr 2026 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-6056287 The complaint Mr L complains about issues experienced with TransUnion International UK Limited when trying to access his credit report online. What happened Mr L says he attempted to obtain a copy of his credit report from TransUnion, but was asked verification questions he ... (3 pages)View decision -
Decision Reference DRN-6256278
1 Apr 2026 Europ Assistance SA Not upheldInsuranceDRN-6256278 The complaint Mr D, Mrs H and Miss K complain because Europ Assistance SA hasn’t paid a cancellation claim under their travel insurance policy. What happened Mr D, Mrs H and Miss K are insured under a travel insurance policy provided by Europ Assistance. Mrs H made a claim w... (3 pages)View decision -
Decision Reference DRN-5954328
1 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5954328 The complaint Mr N complains that Capital One (Europe) plc defaulted his Post Office credit card account. What happened In 2024, Mr N lost his job, was behind on his priority bills and was struggling financially. He last made his contractual monthly repayment in December 202... (3 pages)View decision -
Decision Reference DRN-6240965
1 Apr 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6240965 The complaint Mr and Mrs J’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 (the ‘CCA’) and (2) deciding aga... (8 pages)View decision