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
-
Decision Reference DRN-5813906
30 Jan 2026 Fluent Mortgages Limited Not upheldMortgagesDRN-5813906 The complaint Mr and Mrs L complain that Fluent Mortgages Limited trading as Fluent Money gave them misleading information in connection with a mortgage application, which led to them incurring an early repayment charge (ERC) on their old mortgage. What happened In 2022 Mr a... (4 pages)View decision -
Decision Reference DRN-5599012
30 Jan 2026 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5599012 The complaint Mr B, a sole trader, complains that SumUp Payments Limited repeatedly asked for customer data relating to certain transactions in a way he felt was disproportionate and overly intrusive. When he chose not to provide this information, SumUp refunded the transact... (2 pages)View decision -
Decision Reference DRN-5679531
30 Jan 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5679531 The complaint Mr and Mrs A complain about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life policy they hold. They’re unhappy with the outcome of the 2023 policy review which required significant changes to either the policy’s sum assured ... (3 pages)View decision -
Decision Reference DRN-6032702
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6032702 The complaint A company I’ll refer to as S complains that Santander UK Plc have decided to introduce charges on their business account, despite it being initially advertised as “fee free forever”. They’d like Santander to honour the original advertising. What happened In 20... (3 pages)View decision -
Decision Reference DRN-6109904
30 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6109904 The complaint Mr and Mrs R complain that Legal and General Assurance Society Limited (L&G) won’t retrospectively reassess a claim on their life assurance policy. What happened Mr and Mrs R took out a life assurance policy with L&G in 2006. Mr R was diagnosed with a m... (3 pages)View decision -
Decision Reference DRN-5921780
30 Jan 2026 Reassured Ltd Not upheldInsuranceDRN-5921780 The complaint Miss B has complained that Reassured Ltd failed to inform her of an exclusion that was applied to her policy. What happened Miss B and Mr M bought an insurance policy with critical illness cover, sold by Reassured. At the point of application, Miss B declared t... (2 pages)View decision -
Decision Reference DRN-6097526
30 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6097526 The complaint Mr D complains AXA PPP Healthcare Limited (AXA) has declined to reinstate his private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr D held a private medical insur... (2 pages)View decision -
Decision Reference DRN-5985354
30 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5985354 The complaint Mr L & Mrs L complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) cancelled their motor insurance policy without them knowing. What happened Mr L & Mrs L had a car insurance policy with Admiral covering both of their cars. Their policy renewe... (2 pages)View decision -
Decision Reference DRN-5848267
30 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-5848267 The complaint Mr W has complained about Motability Operations Limited (Motability) terminating his hire agreement and saying he can’t apply for a new one for two years. What happened The parties are familiar with the background details of this complaint – so, I’ll only brief... (5 pages)View decision -
Decision Reference DRN-5858034
30 Jan 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5858034 The complaint Mercedes-Benz Financial Services UK Limited (‘Mercedes’) provided Mrs J with a Hire Purchase Agreement in 2023. It had a credit amount of £47,245. Mrs J says the credit was provided irresponsibly. What happened The details of this complaint are well-known to b... (2 pages)View decision