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 401363 results
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Decision Reference DRN-6284936
11 Apr 2026 U K Insurance Limited UpheldInsuranceDRN-6284936 The complaint Ms S and Mr W have complained that U K Insurance Limited (“UKI”) unfairly declined their claim for repairs to their boiler. What happened In May 2025, Ms S and Mr W made a claim for an emergency incident involving their boiler. The insurer attended and suggeste... (4 pages)View decision -
Decision Reference DRN-5923087
11 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5923087 The complaint Mrs G complains that AXA Insurance UK Plc provided very poor service following an accident that led to her car being written off and didn’t offer her enough compensation. What happened Mrs G’s car was hit head on by a driver who was on the wrong side of the ro... (3 pages)View decision -
Decision Reference DRN-6203033
11 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6203033 The complaint Miss D complains that MBNA Limited trading as MBNA transferred her credit card debt to a third party despite having assured her during a phone call that the debt would remain with MBNA and that there was no pressure to repay it. What happened Miss D holds a cre... (3 pages)View decision -
Decision Reference DRN-6284945
11 Apr 2026 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-6284945 The complaint Mrs M complains that Western Union Payment Services GB Limited has not refunded a payment made in error. What happened Mrs M says she sent about £850 to her husband’s account in India using Western Union in August 2025. She says she made a mistake with the acco... (2 pages)View decision -
Decision Reference DRN-5274515
10 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5274515 The complaint Mr 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 him under section 140A of the Consumer Cred... (19 pages)View decision -
Decision Reference DRN-6225183
10 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6225183 The complaint Ms J complains that American Express Services Europe Limited (AESEL) closed her credit card account without telling her. What happened Ms J holds a credit card account with AESEL. On 22 October 2025 Ms J discovered that her credit card had been cancelled. She c... (3 pages)View decision -
Decision Reference DRN-4544459
10 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4544459 The complaint Mrs 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 Cre... (18 pages)View decision -
Decision Reference DRN-5923712
10 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5923712 The complaint Ms N complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her unde... (6 pages)View decision -
Decision Reference DRN-6275425
10 Apr 2026 GROVE PENSION SOLUTIONS LTD Not upheldPensions and AnnuitiesDRN-6275425 The complaint Mr E complains that Grove Pension Solutions Ltd badly advised him to transfer from his former employer’s defined benefit (DB) pension scheme to an A J Bell Self-Invested Personal Pension (SIPP). Specifically, he says that Grove failed to take into account his d... (10 pages)View decision -
Decision Reference DRN-6235276
10 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6235276 The complaint Miss D complains about Monzo Bank Limited. She says that she has been the victim of an investment scam and would like Monzo to refund her the money she has lost. What happened Miss D says that she was introduced to an individual I will refer to as ‘S’ through... (2 pages)View decision