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-6056420
30 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6056420 The complaint X complains that a car they acquired via a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality and that AFS didn’t handle their complaint fairly. What happened X acqui... (4 pages)View decision -
Decision Reference DRN-6118530
30 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6118530 The complaint Mr I has complained about his property insurer AXA Insurance UK Plc, he says it didn’t settle one claim, unfairly declined another and then cancelled his policy. What happened Mr I had a policy with AXA starting in 2023. He made two claims before the policy wa... (3 pages)View decision -
Decision Reference DRN-5692893
30 Jan 2026 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5692893 The complaint Mr M complains that Saxo Capital Markets UK Ltd unfairly liquidated his Contracts for Difference positions resulting in significant financial loss to him. What happened Mr M held a Contracts for Difference (CFD) trading account with Saxo. He says they were inc... (3 pages)View decision -
Decision Reference DRN-6117832
30 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6117832 The complaint P, a limited company, complains U K Insurance Limited (‘UKI’) unfairly declined a claim it made on its commercial property insurance policy. Mr H, a director of P, brings the complaint on P’s behalf. P is also professionally represented in this complaint, but ... (5 pages)View decision -
Decision Reference DRN-5647138
30 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5647138 The complaint The trustees of the G Trust complain about the way Zurich Assurance Ltd has managed their reviewable whole of life policy. They complain specifically about the 2024 review and the changes they’ve been asked to make to the policy. What happened The policy was ta... (3 pages)View decision -
Decision Reference DRN-6099802
30 Jan 2026 One Insurance Limited Not upheldInsuranceDRN-6099802 The complaint Mr M is complaining One Insurance Limited voided his motor insurance policy. What happened Mr M took out a motor insurance policy in January 2025 with One Insurance. In September 2025, he was involved in a motor incident and reported this to One Insurance. One... (3 pages)View decision -
Decision Reference DRN-6052161
30 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6052161 The complaint Mrs K complains that Motability Operations Limited (“MO”) unfairly terminated the hire agreement for a car she held with it. What happened In July 2024 Mrs K entered into a hire agreement with MO for a new car. Mrs K was the only named driver on the insurance p... (3 pages)View decision -
Decision Reference DRN-4493724
30 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-4493724 The complaint The trustees of the G Trust complain about Zurich Assurance Ltd’s administration of their reviewable whole of life policy. They say the fact that premiums would increase they got older should’ve been more prominently explained to them – and if it had been, they... (3 pages)View decision -
Decision Reference DRN-5970936
30 Jan 2026 Vitality Health Limited Not upheldInsuranceDRN-5970936 The complaint Mr P and Mrs E complain that they were misadvised about the level of cover by Vitality Health Limited when they renewed their private medical insurance policy. They believe the policy was mis-sold. The policy is for both Mr P and Mrs E, but it is Mr P that has... (3 pages)View decision -
Decision Reference DRN-6118254
30 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6118254 The complaint Mr M’s complaint is, in essence, that Tandem 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) deciding a... (14 pages)View decision