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 388057 results
-
Decision Reference DRN-6063895
12 Jan 2026 Aviva Protection UK Limited Not upheldInsuranceDRN-6063895 The complaint Mr D complains about the premium increase for his Over Fifties Life Plan with Aviva Protection UK Limited. What happened Mr D took out an Over Fifties Life Plan with AIG Life Limited in 2018. In 2024, AIG became part of the Aviva group, and I’ll refer to the b... (3 pages)View decision -
Decision Reference DRN-5891580
12 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-5891580 The complaint Mr P complains about how U K Insurance Limited (“UKI”) handled a claim under his car insurance policy which he says has caused him significant financial difficulties and has affected his credit rating. What happened Mr P had a motor insurance policy with UKI co... (4 pages)View decision -
Decision Reference DRN-5980310
12 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5980310 The complaint Mr M’s 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 them under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5907781
12 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5907781 The complaint Mrs P’s 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 her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-6057684
12 Jan 2026 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-6057684 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance. What happened Mrs M made a claim on her policy for vets’ fees after her dog needed some treatment. Casualty & General noted that her dog had a ... (3 pages)View decision -
Decision Reference DRN-5834237
12 Jan 2026 Hiscox Underwriting Limited Not upheldInsuranceDRN-5834237 The complaint A limited company, that I will refer to in this decision as H, has complained about the handling of a claim for business interruption losses under its commercial insurance policy with Hiscox Insurance Company Limited. Mrs H, as a director of H, has brought the ... (5 pages)View decision -
Decision Reference DRN-5985677
12 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985677 The complaint I, a limited company, has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in their name. What happened Mr E is a director of I. In October 2024 Mr E, on behalf of I, applied for a business account with HSBC. In support of this app... (3 pages)View decision -
Decision Reference DRN-6067999
12 Jan 2026 Santander UK Plc UpheldMortgagesDRN-6067999 The complaint Mrs W complains about the impact of Santander UK plc’s failure to inform her that she could have a lower interest rate on her mortgage, at a time when she was struggling to clear arrears. She told us how this impacted her, and that the house eventually had to b... (5 pages)View decision -
Decision Reference DRN-6061251
12 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6061251 The complaint Mr H complains about the settlement AXA Insurance UK Plc has offered for a claim he made on his buildings insurance policy. Reference to Mr H or AXA includes their respective agents and representatives. What happened The circumstances of this complaint aren’t... (4 pages)View decision -
Decision Reference DRN-4576484
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4576484 The complaint Mr K’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 him under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) decidin... (12 pages)View decision