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-5860822
5 Feb 2026 First Central Underwriting Limited Not upheldInsuranceDRN-5860822 The complaint The complainant, Mr V, complains about the amount First Central Underwriting Limited has paid to settle a claim he made on his car insurance policy. Mr V wants First Central to increase the amount of the settlement. What happened In July 2025 Mr V contacted Fir... (3 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN-5833658
5 Feb 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5833658 The complaint Mr S has complained about the amount Domestic & General Insurance Plc (“D&G”) offered for a claim he made on his gadget insurance policy. Reference to D&G includes its agents and representatives. What I’ve decided – and why I’ve considered all the... (2 pages)View decision -
Decision Reference DRN-6120976
5 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-6120976 The complaint Ms B and Mr C have complained that U K Insurance Limited trading as Prudential Home Insurance (UKI) incorrectly logged claims against them and unfairly refused to renew their home insurance policy. What happened In March 2025 UKI told Ms B and Mr C that it wou... (3 pages)View decision -
Decision Reference DRN-6126421
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6126421 The complaint Mrs T and Mr Y’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 (... (12 pages)View decision -
Decision Reference DRN-5206784
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5206784 The complaint Mrs and Mr G’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)... (9 pages)View decision -
Decision Reference DRN-5899550
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5899550 The complaint Miss A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detai... (3 pages)View decision -
Decision Reference DRN-5812064
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5812064 The complaint Mr Y complains that National Westminster Bank Public Limited Company (NatWest) closed his bank accounts. What happened In 2025, Mr Y opened two bank accounts with NatWest. He says he has a condition that compels him to open and close bank accounts. But NatWest ... (2 pages)View decision -
Decision Reference DRN-6005559
5 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6005559 The complaint Ms E is unhappy with the settlement offer Aviva Insurance Limited (Aviva) made when her vehicle was deemed a total loss following an accident. She’s also unhappy with the service they provided and that they cancelled the provision of a hire car before she had a... (4 pages)View decision -
Decision Reference DRN-5766738
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5766738 The complaint Mr H complains that HSBC UK Bank Plc, trading as first direct, restricted his account. What happened Mr H had an account with first direct. In 2025, first direct restricted the account. It told Mr H it thought he’d fallen victim to a scam. Mr H doesn’t think it... (2 pages)View decision