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 391431 results
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Decision Reference DRN-5725975
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5725975 The complaint Mrs H and Mr H complain about AXA Insurance UK Plc (“AXA”) and the way they handled the initial stages of the flood claim they made on their home insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease o... (4 pages)View decision -
Decision Reference DRN-5780854
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5780854 The complaint Mrs H is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs H fell victim to a cruel investment scam. In short, she was tricked into purchasing cryptocurrency that she then transferred to... (3 pages)View decision -
Decision Reference DRN-6110526
28 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6110526 The complaint Mr M complains First Central Underwriting Limited (First Central) caused delays after he made a claim on his motor insurance policy, and due to this he incurred alternative travel costs because he was left without a car. First Central are the underwriters of t... (3 pages)View decision -
Decision Reference DRN-6039072
28 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6039072 The complaint Mr M complains Capquest Debt Recovery Limited asked him to repay a debt he doesn’t think they should have. He’s also unhappy they asked him for personal data despite contacting him first. What happened In April 2025 Capquest contacted Mr M asking for repayment ... (3 pages)View decision -
Decision Reference DRN-6012232
28 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6012232 The complaint Mrs B and Mrs B complain about how Lloyds Bank PLC has dealt with their refund request for Direct Debit payments. What happened Mrs B says a business I will call “V” took over £10,000 from her account via a Direct Debit from 2013. She says she asked Lloyds for ... (2 pages)View decision -
Decision Reference DRN-6027672
28 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6027672 The complaint Ms H complains Capquest Debt Recovery Limited have • Reported inaccurate or unverified information to the credit reference agencies (CRAs) without legal justification • Provided no meaningful updates or responses regarding the alleged debt despite multiple cont... (5 pages)View decision -
Decision Reference DRN-6109698
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6109698 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-5953426
28 Jan 2026 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5953426 The complaint Mr S complains Capquest Debt Recovery Limited have delayed providing documents to prove the debt they’re asking him to pay. A representative has supported Mr S when bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happen... (3 pages)View decision -
Decision Reference DRN-6084431
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6084431 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 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) (t... (13 pages)View decision -
Decision Reference DRN-6098353
28 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-6098353 The complaint Mr G complains that esure Insurance Limited trading as Sheila’s Wheels (‘esure’) unfairly increased his motor insurance policy premium at renewal. What happened In July 2024 Mr G took out a motor insurance policy provided by esure. His premium for the policy y... (2 pages)View decision