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-5997180
9 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5997180 The complaint Mr C has complained that U K Insurance Limited (UKI) have unfairly handled a claim he made on his motor insurance policy. What happened Mr C’s car was damaged during an accident in January 2024, and it was declared a total loss. His motor insurer, UKI, said the... (4 pages)View decision -
Decision Reference DRN-6063528
9 Jan 2026 Quilter Financial Planning Solutions Limited Not upheldInsuranceDRN-6063528 The complaint Mr G and Mrs M complain Quilter Financial Planning Solutions Limited mis-sold them a mortgage protection policy. They say the policy recommended is due to expire in a few years without value and is inadequate for their needs. What happened In 2008, Quilter adv... (5 pages)View decision -
Decision Reference DRN-5895244
9 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5895244 The complaint Mr M complains that PayPal UK Ltd (‘PayPal’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr M throughout this decision. What happened The background is known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-6066979
9 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6066979 The complaint Ms E complains that Santander UK Plc did not reimburse the funds she lost to a scam. What happened Both parties are aware of the circumstances of the complaint so I won’t repeat them again in detail here. In summary, Ms E was cold called by an individual I wil... (7 pages)View decision -
Decision Reference DRN-5945937
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5945937 The complaint Mr H’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 them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deciding a... (12 pages)View decision -
Decision Reference DRN-6043067
9 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6043067 The complaint S a limited company complains Starling Bank Limited unfairly refused to add a director of S to its business account. S is represented by a director – Mr Y. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pr... (3 pages)View decision -
Decision Reference DRN-5830709
9 Jan 2026 WorldRemit Ltd Not upheldBanking and PaymentsDRN-5830709 The complaint Miss V is unhappy that SendWave Ltd, trading as SendWave, will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them here in full. In... (3 pages)View decision -
Decision Reference DRN-6023858
9 Jan 2026 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-6023858 The complaint Miss S complains about the way she was sold her property insurance policy by Atlanta Insurance Intermediaries Limited. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss S bought her cur... (5 pages)View decision -
Decision Reference DRN-5785722
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5785722 The complaint Ms I complains that National Westminster Bank Public Limited Company (“NatWest”) won’t refund the full amount of money she lost to a scam. What happened Ms I lost money after sending it to what she believed was a task-based Job. When Ms I was asked to pay taxes... (2 pages)View decision -
Decision Reference DRN-6007922
9 Jan 2026 Tesla Financial Services Limited UpheldConsumer CreditDRN-6007922 The complaint Mr S complains about the setting up of a hire agreement with Tesla Financial Services Limited. What happened In September 2024, Mr S took out a hire agreement with TFSL, to lease a car that was previously used by the manufacturer as a display model in their sho... (3 pages)View decision