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-5960835
2 Feb 2026 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5960835 The complaint Miss C complains about the service she received from Cynergy Bank Plc when requesting copies of historic bank statements. What happened Miss C needed copy bank statements from Cynergy to support a claim she was making with the Department for Work and Pensions (... (3 pages)View decision -
Decision Reference DRN-5942790
2 Feb 2026 Western Circle Ltd UpheldConsumer CreditDRN-5942790 The complaint Mr D has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr D’s borrowing can be found in the table below. loan number loan amount agreement ... (5 pages)View decision -
Decision Reference DRN-6005583
2 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6005583 The complaint Mrs O complains about the end of contract charges in relation to a vehicle that was supplied through a motor finance agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (SFS). What happened In February 2022, Mrs O entered a condi... (3 pages)View decision -
Decision Reference DRN-5850489
2 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5850489 The complaint Mr R is complaining that Revolut Ltd hasn’t refunded payments he says he didn’t make. What happened Mr R reported to Revolut that he’d received calls from a scammer who had persuaded him to download a remote access app. He said payments that he didn’t recognise... (3 pages)View decision -
Decision Reference DRN-5923938
2 Feb 2026 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5923938 The complaint Mr B is unhappy with the way Trinity Lane Insurance Company Limited (Trinity Lane) handled a claim he made under his motor insurance policy. What happened In March 2024 Mr B was involved in a car accident involving a third-party vehicle. He contacted Trinity L... (3 pages)View decision -
Decision Reference DRN-5985654
2 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5985654 The complaint Miss C complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave her a loan without carrying out sufficient affordability checks. What happened Miss C was advanced one instalment loan of £400 in May 2025 and she was due to make 21 w... (3 pages)View decision -
Decision Reference DRN-5950506
2 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5950506 The complaint Mr R complains about how Advantage Insurance Company Limited (“Advantage”) took action in his name to recover monies it had paid out during a claim on his car insurance policy. What happened Mr R had a car insurance policy with Advantage. He took out the policy... (5 pages)View decision -
Decision Reference DRN-6121447
2 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6121447 The complaint Ms W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) d... (11 pages)View decision -
Decision Reference DRN-5913560
2 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5913560 The complaint Ms H and Mr O complain that Ageas Insurance Limited (“Ageas”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car made by a premium-brand car maker and first register... (4 pages)View decision -
Decision Reference DRN-6121614
2 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6121614 The complaint Mr M complains about the decline of a home insurance claim by AXA Insurance UK Plc (‘AXA’). Some of Mr M’s dissatisfaction relates to the actions of agents (a surveyor) acting on behalf of AXA. As AXA have accepted responsibility for their agents’ actions, in m... (4 pages)View decision