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-6065643
20 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6065643 The complaint Miss S has complained that Advantage Insurance Company Limited unfairly settled a motor insurance claim against her policy without telling her what it was doing. Miss S’s policy is branded in the name of the insurance intermediary that administers it. But Advan... (5 pages)View decision -
Decision Reference DRN-6090164
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090164 The Complaint Mr L’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 ... (13 pages)View decision -
Decision Reference DRN-5859280
20 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5859280 The complaint Mr G is unhappy that Vanquis Bank Limited restricted his account and with the service he received surrounding that. What happened On 3 December 2024, at around 3 am, Mr G attempted a purchase using his Vanquis credit account which was flagged by Vanquis’ automa... (3 pages)View decision -
Decision Reference DRN-6092882
20 Jan 2026 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-6092882 The complaint Miss D has complained about a mortgage she took out in 2006 following advice from Mortgage Advice Bureau Limited (“MAB”). What happened Miss D took this mortgage out in 2006 through MAB to remortgage a property she had purchased in 1994. She borrowed around £57... (5 pages)View decision -
Decision Reference DRN-6039901
20 Jan 2026 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-6039901 The complaint Mr J complains that ReAssure Life Limited (ReAssure) used an inappropriate and unfair valuation date following delays when processing his pension, and as a result, he has lost out financially. What happened Mr J held a personal pension with ReAssure. In Octobe... (5 pages)View decision -
Decision Reference DRN-6092136
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6092136 The complaint Mr E complains Mitsubishi HC Capital UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr E is represent... (14 pages)View decision -
Decision Reference DRN-6045461
20 Jan 2026 EUI Limited UpheldConsumer CreditDRN-6045461 The complaint Mr L is unhappy with how EUI Limited trading as Admiral recorded information on his credit file in relation to a fixed sum loan. What happened Around May 2024 Mr L took a fixed sum loan with Admiral to fund the cost of van insurance. Mr L made the first paymen... (3 pages)View decision -
Decision Reference DRN-5874137
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5874137 The complaint Mrs and Mr C’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’) and (2)... (11 pages)View decision -
Decision Reference DRN-5962837
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5962837 The complaint Miss T has complained that Nationwide Building Society unfairly refused to give her a £250 loan, having said it would. She feels this was because she’d made complaints in the past. What happened Miss T used ‘live chat’ to explain to Nationwide that she needed £... (2 pages)View decision -
Decision Reference DRN-6026521
20 Jan 2026 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-6026521 The complaint Mr and Mrs W complain about the settlement The National Farmers’ Union Mutual Insurance Society Limited, trading as NFU Mutual, has offered for a claim they made on their commercial insurance policy. Reference to Mr W includes Mrs W and their representative. A... (5 pages)View decision