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-6044175
27 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6044175 The complaint Mr J is unhappy with the level of service he received when trying to make an early settlement on a conditional sale agreement with Santander Consumer (UK) PLC trading as Mazda Financial Services (Santander). When I refer to what Mr J has said and what Santande... (3 pages)View decision -
Decision Reference DRN-6005395
27 Jan 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-6005395 The complaint Mrs O complains that Phoenix Life Limited (Phoenix) have unfairly requested she repay pension benefits, despite it having delayed payment whilst it repeatedly checked its calculations before confirming the figures were correct. She says she is not able to make ... (5 pages)View decision -
Decision Reference DRN-6110005
27 Jan 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6110005 The complaint Mr C was unhappy his claim for storm damage to his property was declined by Accredited Insurance (Europe) Ltd (“AI”) under his home insurance policy. What happened Mr C made a claim to AI when strong winds caused damage to the roof of his property. AI appointed... (5 pages)View decision -
Decision Reference DRN-5822396
27 Jan 2026 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5822396 The complaint A company, which I’ll refer to as L, complains that Charter Court Financial Services Limited, trading as Precise Mortgages, has wrongly charged extra interest on redemption of a mortgage. What happened In July 2019, L borrowed £456,000 on a commercial mortgage ... (4 pages)View decision -
Decision Reference DRN-5849667
27 Jan 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5849667 The complaint Miss B complains about the price quoted by Pinnacle Insurance Limited (“Pinnacle”) to renew her pet insurance policy. What happened Miss B received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. Miss... (4 pages)View decision -
Decision Reference DRN-6013499
27 Jan 2026 Close Brothers Limited Not upheldConsumer CreditDRN-6013499 The complaint Mr M is unhappy that a vehicle supplied to him under a conditional sale agreement with Close Brothers Limited (Close Brothers) was not of a satisfactory quality. What happened In November 2024 Mr M was supplied with a used vehicle through a conditional sale agr... (4 pages)View decision -
Decision Reference DRN-5988209
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5988209 The complaint Mr R complains Lloyds Bank PLC unfairly closed his current accounts and credit card. Mr R is also unhappy Lloyds declined to refund a purchase made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5816383
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5816383 The complaint Mr S and Mrs 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... (15 pages)View decision -
Decision Reference DRN-6057396
27 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6057396 The complaint Mrs D complains that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly handled her motor insurance claim by disposing of her car while legal investigations were ongoing and this prejudiced against her ability to proceed with her motor legal cl... (3 pages)View decision -
Decision Reference DRN-5841075
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5841075 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on three of Mr S’ accounts (the “Amazon”, “Argos” and “AO” brands); the remaining accounts are subject to another complaint – for which I’ll issue a ... (4 pages)View decision