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-6011438
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011438 The complaint Mr 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) ... (8 pages)View decision -
Decision Reference DRN-5808037
3 Feb 2026 BW Legal Services Limited Not upheldConsumer CreditDRN-5808037 The complaint Mr D complains that BW Legal Services Limited (BW Legal) are pursuing him for a debt he doesn’t believe is enforceable. He has also complained that they haven’t properly complied with his Data Subject Access Request (DSAR). What happened Mr D took out a loan wi... (3 pages)View decision -
Decision Reference DRN-6108089
3 Feb 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6108089 The complaint Mr N’s complaint against Aviva Life & Pensions UK Limited is about the delayed payment of the pension benefits from his late mother’s pension plan. Mr N says the delays caused him a significant amount of distress. What happened Mr N’s complaint was consider... (3 pages)View decision -
Decision Reference DRN-6093642
3 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6093642 The complaint Mr F has complained about Advantage Insurance Company Limited. He isn’t happy about the repairs undertaken to his vehicle after a claim under his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified.... (2 pages)View decision -
Decision Reference DRN-5909861
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5909861 The complaint Mr and Mrs M’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)... (8 pages)View decision -
Decision Reference DRN-5985096
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5985096 The complaint Miss J complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an investment scam. What happened Miss J found the investment opportunity whilst reading an online news article around March 2023. The op... (6 pages)View decision -
Decision Reference DRN-5982785
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5982785 The Complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (13 pages)View decision -
Decision Reference DRN-5951115
3 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5951115 The complaint Mr H complains about his travel insurance policy underwritten by Admiral Insurance (Gibraltar) Limited. Reference to Admiral includes its agents. What happened Mr H had an annual travel insurance policy underwritten by Admiral which covered trips of up to 31 d... (3 pages)View decision -
Decision Reference DRN-6011522
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011522 The complaint Miss G and Mr W’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 ... (8 pages)View decision -
Decision Reference DRN-6005489
3 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6005489 The complaint Mr H has complained that HSBC UK Bank Plc (“HSBC”) removed a payee from his saved list of payees. Mr H is also unhappy that when he contacted HSBC, the staff member he was initially in contact with didn’t provide him with the account details for the payee. What... (2 pages)View decision