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-5991687
27 Jan 2026 EE Limited UpheldConsumer CreditDRN-5991687 The complaint Miss H has complained EE Limited (EE) acted unfairly when declining her request to reject a phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolvin... (7 pages)View decision -
Decision Reference DRN-6011726
27 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6011726 The complaint Mr C complains about a hire purchase agreement he took out with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS) to fund the cost of a new car. Mr C complains about being missold the finance agreement and amongst other things, …unco... (3 pages)View decision -
Decision Reference DRN-6100172
27 Jan 2026 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-6100172 The complaint Mr R complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset Bridge) mis-sold a motor insurance policy to him. He also complained that it sought to recover an outstanding balance from him after he cancelled the policy. What happ... (3 pages)View decision -
Decision Reference DRN-6105520
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6105520 The complaint Mr H is unhappy with the customer service he received from Nationwide Building Society. What happened Mr H rang Nationwide on 4 April 2025. He said he wanted to deposit money into his Nationwide account from an account he held with a different provider, using h... (3 pages)View decision -
Decision Reference DRN-6107280
27 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6107280 The complaint Mr R complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY, trading as V12 Vehicle Finance, irresponsibly lent to him. What happened Mr R took out a hire purchase agreement, with V12, for a car in June 2023. The cash price of the car was £15,999; Mr R paid a... (4 pages)View decision -
Decision Reference DRN-6061147
27 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6061147 The complaint Mrs T has complained that Scottish Equitable Plc, trading as Aegon, has prevented her from accessing her pension benefits for a number of years. What happened The investigator who considered this matter set out the background to the complaint in his assessment ... (3 pages)View decision -
Decision Reference DRN-5837423
27 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5837423 The complaint Mr D complains that Clydesdale Bank Plc (trading as Virgin Money) cancelled the instalment plans on his credit card. What happened Mr D says he had set up instalment plans on his Virgin Money credit card to keep his monthly repayments affordable at £143. He sa... (3 pages)View decision -
Decision Reference DRN-6109341
27 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6109341 The complaint Mrs R is unhappy with the delays and general service she received from AXA Insurance UK Plc (“AXA”) when she claimed on her home insurance policy following a water leak. What happened Mrs R made a claim to AXA when she identified a leak on the supply pipe to he... (4 pages)View decision -
Decision Reference DRN-6084937
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6084937 The complaint Mr C and Mrs W complain Shawbrook Bank Limited (the “Lender”) has failed to honour claims under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in unfair credit relationships with them under Section 140A of the CCA. Mr C and Mrs W a... (13 pages)View decision -
Decision Reference DRN-5974539
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5974539 The complaint Mr P and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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 aga... (14 pages)View decision