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-5892673
29 Jan 2026 ACORN INSURANCE AND FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5892673 The complaint Mr C complains about how ACORN INSURANCE AND FINANCIAL SERVICES LIMITED (Acorn) administered his commercial motor insurance policy. What happened Mr C held a policy arranged and administered by Acorn. Shortly before the policy was due to renew, Mr C contacted A... (2 pages)View decision -
Decision Reference DRN-5934624
29 Jan 2026 ARAG plc UpheldInsuranceDRN-5934624 The complaint Mr G complains about the way ARAG plc (“ARAG”) handled a claim under his hire car insurance cover. When I mention ARAG I also mean its suppliers. What happened Mr G had a car insurance policy for his car taken out through a broker. He also took out a policy thr... (3 pages)View decision -
Decision Reference DRN-5777270
29 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5777270 The complaint Mrs R complains PayPal UK Ltd (“PayPal”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mrs R had been communicating with som... (3 pages)View decision -
Decision Reference DRN-6077856
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6077856 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal 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 Act 1974... (9 pages)View decision -
Decision Reference DRN-5890010
29 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5890010 The complaint Mr K complains that HSBC UK Bank Plc won’t refund money he lost to a scam. What happened Mr K fell victim to a task-based job scam in 2025. He thought he was working for a genuine company, which I’ll refer to as ‘R’, that specialised in app optimisation – boost... (5 pages)View decision -
Decision Reference DRN-5791260
29 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5791260 The complaint Mr B complains that PDL Finance Limited trading as Mr Lender lent to him irresponsibly. He says that better checks would have revealed his gambling issues and that he could not afford to repay the loans. What happened Mr B took five loans from Mr Lender commenc... (3 pages)View decision -
Decision Reference DRN-5862641
29 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5862641 The complaint PayPal UK Ltd (‘PayPal’) provided Miss L with a credit account, which operated in a similar way to a credit card, in November 2023. It had a credit limit of £300. Miss L says the credit was provided irresponsibly. What happened The details of this complaint ar... (2 pages)View decision -
Decision Reference DRN-6026468
29 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6026468 The complaint Mr and Mrs G complain that Ageas Insurance Limited (“Ageas”) has unfairly declined a claim and voided their home insurance policy. Any reference to Mr and Mrs G or Ageas includes respective agents or representatives. What happened The background of this complai... (4 pages)View decision -
Decision Reference DRN-6029117
29 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6029117 The complaint Ms J, who brings her complaint with the assistance of a representative, complains that Starling Bank Limited won’t reimburse money she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them bri... (3 pages)View decision -
Decision Reference DRN-5775334
29 Jan 2026 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5775334 The complaint Amplifi Capital (U.K.) Limited trading as Reevo Money (Reevo) provided Miss M with a loan in 2024. The amount borrowed was £5,000. Miss M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so... (2 pages)View decision