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-6072995
3 Feb 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6072995 The complaint Mr and Mrs G are unhappy with the service received from Inter Partner Assistance SA (IPA) after they made a claim under their home emergency policy. What happened Mr and Mrs G made a claim under their home emergency policy when a waste pipe in their home becam... (2 pages)View decision -
Decision Reference DRN-6054711
3 Feb 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6054711 The complaint Mrs W complains that Accredited Insurance (Europe) Ltd (“Accredited”) has unfairly handled a claim made under her home insurance policy. Any reference to Mrs W or Accredited includes respective agents or representatives. What happened The background of this com... (4 pages)View decision -
Decision Reference DRN-5988479
3 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5988479 The complaint Miss B & Mr M complain about the amount Admiral Insurance (Gibraltar) Limited (“Admiral”) valued their car for following a claim under their motor insurance policy, which she says means she’s struggled to buy a replacement. What happened Miss B & Mr M h... (2 pages)View decision -
Decision Reference DRN-4521751
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4521751 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (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 ame... (11 pages)View decision -
Decision Reference DRN-6112368
3 Feb 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6112368 The complaint Mr S complains that Stellantis Financial Services UK Limited (Stellantis) didn’t apply a £3000 incentive to buy scheme discount when he took out a Hire Purchase Agreement. He would like this amount refunded’ What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-5701497
3 Feb 2026 Caxton Payments Limited UpheldBanking and PaymentsDRN-5701497 The complaint Mr D complains that Caxton Payments Limited have failed to refund £10,459.32 which he lost to a safe account scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the po... (3 pages)View decision -
Decision Reference DRN-5585572
3 Feb 2026 Fairscore Ltd UpheldConsumer CreditDRN-5585572 The complaint Mr C complains that Fairscore Ltd trading as Updraft lent to him irresponsibly when they provided him with two personal loans. What happened In 2023, Mr C was provided with two personal loans by Updraft. I’ve included a table below showing more detail around ... (4 pages)View decision -
Decision Reference DRN-5910139
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5910139 The complaint Ms S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to a bank impersonation (‘safe account’) scam. Ms S referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer o... (4 pages)View decision -
Decision Reference DRN-6125003
3 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6125003 The complaint Ms S complains that J.P. Morgan Europe Limited – trading as ‘Chase’ – hasn’t refunded the money she lost to a bank impersonation (‘safe account’) scam. Ms S referred her complaint to this service with the help of a professional representative. However, for eas... (4 pages)View decision -
Decision Reference DRN-6079374
3 Feb 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6079374 The complaint Mr I complains that Inter Partner Assistance SA (IPA) declined his travel insurance claim and about its service. My references to IPA include its claim handling agent. What happened Mr I’s international flight from the UK was cancelled due to a fire causing a ... (5 pages)View decision