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-6053698
5 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6053698 The complaint Mr A complains about the service he received from American Express Services Europe Limited trading as American Express (AESEL) when he called to obtain information about his disputed transaction claims. What happened Mr A holds a credit card with AESEL. In Augu... (2 pages)View decision -
Decision Reference DRN-6043490
5 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6043490 The complaint Mrs A complained about Admiral Insurance (Gibraltar) Limited’s valuation of her car under her motor insurance policy. What happened Mrs A’s car was in an accident, and Admiral decided that it was beyond economic repair. So they offered her £14,980 for its mark... (2 pages)View decision -
Decision Reference DRN-5871405
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5871405 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (12 pages)View decision -
Decision Reference DRN-6031749
5 Feb 2026 Accord Mortgages Limited Not upheldMortgagesDRN-6031749 The complaint Mr B complains that Accord Mortgages Limited trading as Accord Mortgages didn’t support him during a period of financial difficulty. He says he was misled about the amount of the monthly payments and when a new interest rate product would start. What happened M... (5 pages)View decision -
Decision Reference DRN-6070716
5 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6070716 The complaint Mr A complains Santander UK Plc failed to provide him transaction information when requested. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr A held a Santander account, and he ca... (3 pages)View decision -
Decision Reference DRN-6130299
5 Feb 2026 Covea Insurance plc Not upheldInsuranceDRN-6130299 The complaint Mr D’s complaint is about a claim he made on his Covea Insurance plc (‘Covea’) pet insurance policy, which was declined. Following this, Covea cancelled his policy and treated it as if it never existed. Mr D says Covea treated him unfairly. What happened I iss... (5 pages)View decision -
Decision Reference DRN-6006349
5 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6006349 The complaint Mrs G complains about Nationwide Building Society. She says that she has been the victim of a scam and would like Nationwide to refund her the money she has lost. What happened In November 2022, Mrs G was introduced to an investment opportunity with a company... (3 pages)View decision -
Decision Reference DRN-5969375
5 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5969375 The complaint Ms B, Mr R and Mrs R (PH’s) complain about how a claim was settled by Intact Insurance UK Limited on their buildings insurance policy. What happened PH’s have properties in the same building. They have a joint buildings insurance policy with Intact. In October ... (4 pages)View decision -
Decision Reference DRN-5759825
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5759825 The complaint Mr and Mrs A’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)... (10 pages)View decision -
Decision Reference DRN-5922448
5 Feb 2026 FCE Bank Plc Not upheldConsumer CreditDRN-5922448 The complaint Mr J complains about how FCE Bank Plc trading as Ford Credit Europe treated him, when they terminated a hire purchase agreement in his name. Throughout his complaint, Mr J has been represented by a third party. But for ease, I’ll just refer to Mr J. What happen... (5 pages)View decision