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-5861778
5 Feb 2026 Stonehaven UK Ltd Not upheldMortgagesDRN-5861778 The complaint Mrs J’s complaint arises from an equity release lifetime mortgage she took out in 2022 with Stonehaven UK Ltd trading as Canada Life. Mrs J says that she was never given advice by her mortgage broker, and that the solicitor “sped” through the documentation, fa... (3 pages)View decision -
Decision Reference DRN-5874172
5 Feb 2026 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5874172 The complaint Mrs P has complained about Aioi Nissay Dowa Insurance UK Limited trading as Toyota Insurance Services (Toyota)’s decision to decline her claim under her car insurance policy. What happened Mrs P bought a car insurance policy with Toyota in January 2025. In Augu... (3 pages)View decision -
Decision Reference DRN-6131010
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6131010 The complaint Mr and Mrs D’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)... (12 pages)View decision -
Decision Reference DRN-5740447
5 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5740447 The complaint Mr B complains that Nationwide Building Society blocked his account whilst there was still an outstanding overdraft balance and didn’t give him suitable options for him to repay the overdraft. What happened The detailed background of this complaint is well kno... (3 pages)View decision -
Decision Reference DRN-6126869
5 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6126869 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited hasn’t offered a fair amount to settle their home insurance claim. What happened Mr and Mrs H made a claim following a slip in the shower, which resulted in damage to their shower tray and shower... (3 pages)View decision -
Decision Reference DRN-5909875
5 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5909875 The complaint Miss W complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to her when she could not afford it. What happened Miss W took one loan of £600 on 15 November 2024. It was scheduled to be repaid over six monthly instalments at just under £180 each... (2 pages)View decision -
Decision Reference DRN-5990101
5 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5990101 The complaint Mr B complains that AXA Insurance UK Plc hasn’t fairly settled a claim under his home insurance policy. What happened Mr B had a home insurance policy with AXA. In early 2021, he made a claim for damage caused by a leak. Between 2021 and 2024, various elements ... (3 pages)View decision -
Decision Reference DRN-5831133
5 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5831133 The complaint Miss N complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss N made an investment with a com... (5 pages)View decision -
Decision Reference DRN-6079898
5 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-6079898 The complaint Mr S complaint is about a mortgage endowment policy he had with Phoenix Life Limited trading as Standard Life. He believes that the Standard Life Mortgage Endowment Promise (MEP) that was associated with the policy should have paid the policy shortfall at matur... (3 pages)View decision -
Decision Reference DRN-6053647
4 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6053647 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard haven’t provided him with statements for his account from 2005 until the account was closed. What happened Mr P held a credit card account with Barclays from around 2003. Mr P wanted to trace Bitco... (2 pages)View decision