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-6109341
27 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6109341 The complaint Mrs R is unhappy with the delays and general service she received from AXA Insurance UK Plc (“AXA”) when she claimed on her home insurance policy following a water leak. What happened Mrs R made a claim to AXA when she identified a leak on the supply pipe to he... (4 pages)View decision -
Decision Reference DRN-6084937
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6084937 The complaint Mr C and Mrs W complain Shawbrook Bank Limited (the “Lender”) has failed to honour claims under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in unfair credit relationships with them under Section 140A of the CCA. Mr C and Mrs W a... (13 pages)View decision -
Decision Reference DRN-5974539
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5974539 The complaint Mr P and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding aga... (14 pages)View decision -
Decision Reference DRN-5974435
27 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5974435 The complaint Mr S and Mrs S complain about National House-Building Council’s handling and settlement of a claim made under their new build property warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary h... (4 pages)View decision -
Decision Reference DRN-5986377
27 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5986377 The complaint Miss M’s complaint is about a claim she made on her AmTrust Specialty Limited (‘Amtrust’) legal expenses insurance policy. Miss M says Amtrust treated her unfairly. In this complaint all references to Amtrust include their claims handlers. What happened The de... (3 pages)View decision -
Decision Reference DRN-6108749
27 Jan 2026 HSB Engineering Insurance Limited UpheldInsuranceDRN-6108749 The complaint Mr and Mrs F complain about delays by HSB Engineering Insurance Limited dealing with a claim on their building guarantee policy. Where I refer to HSB Engineering Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened... (3 pages)View decision -
Decision Reference DRN-5886064
27 Jan 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-5886064 The complaint Mr K complains about the amount Haven Insurance Company Limited settled his commercial vehicle insurance claim for. What happened Mr K held a policy with Haven. After making a claim for his vehicle, Haven said it would settle Mr K’s claim by paying him what it ... (2 pages)View decision -
Decision Reference DRN-5848740
27 Jan 2026 YouLend Limited Not upheldBanking and PaymentsDRN-5848740 The complaint Mr I, a sole trader, complains about the way YouLend Limited sold him a merchant finance agreement. He argues that YouLend Limited unfairly coerced him into opening a bank account with a third-party in order to obtain finance which had otherwise been contractua... (3 pages)View decision -
Decision Reference DRN-5802941
27 Jan 2026 Elderbridge Limited Not upheldMortgagesDRN-5802941 The complaint Mr and Mrs M complain that their loan was mis-sold by Elderbridge Limited (Elderbridge) due to being sold alongside a PPI policy which was also added to the balance. They made a separate complaint about the PPI policy and they dispute whether the policy premium... (3 pages)View decision -
Decision Reference DRN-6065017
27 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6065017 The complaint Mr and Mrs C complain that Santander UK Plc (Santander) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs C are being represented by a third party. To keep things simple, I will refer to Mr and Mrs C throughout my decision. Wha... (4 pages)View decision