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-5932504
21 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5932504 The complaint Mr O complains about Inter Partner Assistance SA’s (‘IPA’s’) handling of his legal expenses insurance claim. Any reference to IPA includes the actions of its agents. What happened Mr O held an annual travel insurance policy with IPA which included legal expen... (3 pages)View decision -
Decision Reference DRN-5984687
21 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5984687 The complaint Mr and Mrs H complain about the way AXA Insurance UK Plc handled a claim they made under their buildings insurance policy for subsidence. Mr H has primarily dealt with matters, so I’ll refer to him on behalf of Mrs H for simplicity. Reference to AXA includes ... (3 pages)View decision -
Decision Reference DRN-5918506
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5918506 The complaint Mrs T, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will... (3 pages)View decision -
Decision Reference DRN-5824166
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5824166 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deci... (11 pages)View decision -
Decision Reference DRN-6040053
21 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6040053 The complaint Mr and Mrs J are unhappy with the service they received from Aviva Insurance Limited when Mr J needed to claim on his travel insurance policy. What happened Mr and Mrs J held a travel insurance policy, linked to a package bank account. Mr and Mrs J took out the... (3 pages)View decision -
Decision Reference DRN-6016714
21 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6016714 The complaint A company, which I’ll refer to as D, complains that Lloyds Bank PLC (“Lloyds”) won’t reimbursed the money it says it lost to a scam. Miss A, who is a director of D (alongside three others), brings the complaint on D’s behalf. For ease, I will refer to D throug... (5 pages)View decision -
Decision Reference DRN-6055417
21 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6055417 The complaint Mr M is unhappy with the car supplied under the hire purchase agreement with Tandem Motor Finance Limited (TM). When I refer to what Mr M and TM have said or have done, it should also be taken to include things said or done on their behalf. What happened In J... (6 pages)View decision -
Decision Reference DRN-5826623
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5826623 The complaint Mr D and Miss N’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 ag... (13 pages)View decision -
Decision Reference DRN-5746741
21 Jan 2026 Fairmead Insurance Limited Not upheldInsuranceDRN-5746741 The complaint A limited company that I’ll refer to as M complains FAIRMEAD INSURANCE LIMITED (“Fairmead”) unfairly settled a claim it made on a commercial buildings insurance policy. Mr A, one of the directors of M, brings the complaint on its behalf. What happened The follo... (3 pages)View decision -
Decision Reference DRN-6093393
21 Jan 2026 Creation Financial Services Limited Not upheldConsumer CreditDRN-6093393 The complaint Ms M complains that that Creation Financial Services Limited included the wrong first names and used the wrong business name in correspondence that was sent to her. What happened Ms M had a credit card with Creation that was opened in September 2017. The accou... (2 pages)View decision