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-5916606
3 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-5916606 The complaint Mr E is unhappy with Wise Payments Limited. Mr E received £4,000 from his father abroad into his Wise account. He later needed to return the money to his father. He sent this from the account it had originally been sent to. When he checked with his father the ... (4 pages)View decision -
Decision Reference DRN-5958427
3 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5958427 The complaint Mr N complains that AXA Insurance UK plc (“AXA”) would only replace one tyre rather than a matching pair or set under a claim on his car insurance policy. When I mention AXA I also mean its repairers and suppliers. Mr N is represented in his complaint, but for ... (3 pages)View decision -
Decision Reference DRN-5243322
3 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5243322 The complaint Mr J complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner 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 ... (8 pages)View decision -
Decision Reference DRN-6119085
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6119085 The complaint Ms G’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5927062
3 Feb 2026 Skipton Building Society Not upheldMortgagesDRN-5927062 The complaint Miss N complains about her mortgage with Skipton Building Society. What happened Miss N took out a mortgage with Amber Homeloans in 2007. The mortgage was on interest only terms, with an initial two year fixed interest rate. Amber was a separate company, and se... (5 pages)View decision -
Decision Reference DRN-6106198
3 Feb 2026 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-6106198 The complaint Mrs H has complained about the way AA Underwriting Insurance Company Limited (AAUICL) handled a claim she made under her car insurance policy. What happened In April 2025 Mrs H’s car was hit by a third party vehicle (TPV) while parked and unattended. The TP le... (5 pages)View decision -
Decision Reference DRN-6125331
3 Feb 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6125331 The complaint Mrs L has complained about how Domestic & General Insurance Plc (D&G) handled her complaint that her repaired iPad under her gadget policy was stolen having been delivered by its nominated courier company. References to D&G include its repairing pa... (4 pages)View decision -
Decision Reference DRN-5993369
3 Feb 2026 Telefonica UK Limited UpheldConsumer CreditDRN-5993369 The complaint Mr H complains Telefonica UK Limited (trading as O2) failed to remove a restriction on his account which resulted in an application for a fixed sum loan agreement being declined. What happened The parties are familiar with the background details of this complai... (3 pages)View decision -
Decision Reference DRN-6014037
3 Feb 2026 Wakam UpheldInsuranceDRN-6014037 The complaint Mrs M complains about delay by Wakam when dealing with a claim on her pet insurance policy. What happened Mrs M made a claim on her pet insurance policy. Wakam accepted the claim but asked for some further information. Mrs M was unhappy about the time taken to ... (2 pages)View decision -
Decision Reference DRN-6044420
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6044420 The complaint Mr R complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a recovery scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both... (4 pages)View decision