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
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Decision Reference DRN-5797490
13 Jan 2026 Vodafone Limited Not upheldConsumer CreditDRN-5797490 The complaint Mr D complains about the information given to him by Vodafone Limited, during an application for a fixed sum loan agreement. What happened In May 2024, Mr D took out a fixed sum loan agreement with Vodafone to pay for a refurbished mobile telephone handset. The... (3 pages)View decision -
Decision Reference DRN-5994937
13 Jan 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5994937 The complaint Mrs T complains that Aviva Life & Pensions UK Limited (“Aviva”) has failed to pay pension benefits she was entitled to receive in a timely manner since 2022. What happened Mrs T has been assisted in making her complaint, and in her dealings with Aviva, by h... (4 pages)View decision -
Decision Reference DRN-5758518
13 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5758518 The complaint Miss S has complained that Assurant General Insurance Limited unreasonably and unfairly refused to accept her claim for a lost or stolen mobile phone under her mobile phone policy. What happened Miss S insured her phone under this policy which is part of her p... (3 pages)View decision -
Decision Reference DRN-5959744
13 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5959744 The complaint Mr N is unhappy with the service he received from AXA PPP Healthcare Limited whilst attempting to make a claim. What happened Mr N has private medical insurance with AXA. In May 2025, he attempted to claim on his policy following ongoing symptoms of mild headac... (3 pages)View decision -
Decision Reference DRN-5882630
13 Jan 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-5882630 The complaint Mr G complained about Tradex Insurance Company PLC’s handling of a third-party claim under his motor insurance policy. What happened Mr G admitted liability for an incident involving a third party (TP) car. Tradex settled the TP’s claim and noted the claim on ... (2 pages)View decision -
Decision Reference DRN-5959275
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5959275 The complaint Ms T’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 Credit... (9 pages)View decision -
Decision Reference DRN-5990460
13 Jan 2026 Unum Ltd Not upheldInsuranceDRN-5990460 The complaint Ms B is unhappy with Unum Limited’s decision to decline her claim. What happened Ms B has an income protection policy, provided by her employer, through Unum. She made two claims on the policy and both were declined. Ms B said she was diagnosed with vestibular ... (4 pages)View decision -
Decision Reference DRN-5474982
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5474982 The complaint Miss A complains that Revolut Ltd is holding her liable for a payment she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to the parties. Briefly, Miss A unfortunately fell victim to an impersonation sc... (3 pages)View decision -
Decision Reference DRN-5899352
13 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5899352 The complaint Mr O complains about a fraud prevention marker recorded on the national fraud database by AutoMoney Limited trading as AutoMoney Motor Finance (“AMF”). What happened In November 2023, an application for car finance with AMF was started using Mr O’s personal det... (3 pages)View decision -
Decision Reference DRN-5877381
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5877381 The complaint Mrs W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened When Mrs W complained to NatWest that it failed to safeguar... (3 pages)View decision