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
-
Decision Reference DRN-5994171
15 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5994171 The complaint Mrs P and Mr P complain that AXA Insurance UK Plc (“AXA”) unfairly declined a claim they made on their buildings insurance policy. Mrs P has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any... (4 pages)View decision -
Decision Reference DRN-5844785
15 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5844785 The complaint Mr S complains about how Moneybarn No.1 Limited (“Moneybarn”) treated him during his conditional sale agreement with them. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In Oc... (3 pages)View decision -
Decision Reference DRN-5910953
15 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5910953 The complaint Miss A is complaining U K Insurance Limited (‘UKI’) has said she was uninsured after she made a claim against a UKI car insurance policy that was insuring a car she had leased. She’s unhappy it subsequently added markers against her. What happened In September ... (4 pages)View decision -
Decision Reference DRN-5959404
15 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5959404 The complaint Mr S, a sole trader, complains that Santander UK Plc unfairly gave him notice that it intended to start charging fees on a bank account that should have been “fee free, forever”. (This account was originally taken out with Abbey National, which was later taken... (4 pages)View decision -
Decision Reference DRN-5916213
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5916213 The complaint Mr and Mrs E’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)... (8 pages)View decision -
Decision Reference DRN-6021848
15 Dec 2025 ReAssure Limited Not upheldInsuranceDRN-6021848 The complaint Mrs S is unhappy with the administration of her reviewable whole of life (RWOL) policy held with ReAssure Limited (ReAssure). What happened Mrs S took out a RWOL policy which commenced on 8 March 1990 on a standard basis. The sum assured was £40,000 with a mont... (5 pages)View decision -
Decision Reference DRN-5907687
15 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5907687 The complaint Mr B and Ms N’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... (8 pages)View decision -
Decision Reference DRN-5726447
15 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5726447 The complaint Mr D complains that Ageas Insurance Limited (“Ageas”) unfairly declined a claim he made under his landlord insurance policy. What happened Mr D held a landlord insurance policy that covered a property he rents out. Mr D contacted Ageas to make that claim in Ja... (3 pages)View decision -
Decision Reference DRN-6017174
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6017174 The complaint Mr C complains Barclays Bank UK Plc won’t refund transactions made from his account which he says he did not authorise. What happened In November 2023, Mr C reported several transactions totalling £8,500 to Barclays as fraudulent. The transactions took place b... (4 pages)View decision -
Decision Reference DRN-6008243
15 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6008243 The complaint Mr M is unhappy with how American Express Services Europe Limited (AESEL) handled a dispute he raised with it following purchases made on his credit card. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision