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-5986135
19 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5986135 The complaint Mx M complains that Capital One (Europe) plc won’t accept an unenrolled deed poll in isolation as evidence of a name change in order to update their account. What happened Mx M wrote to Capital One to request the name on their account be updated in line with t... (3 pages)View decision -
Decision Reference DRN-5940246
19 Jan 2026 Modulr FS Limited UpheldBanking and PaymentsDRN-5940246 The complaint Mrs M complains that Modulr FS Limited (trading as HyperJar) has declined to reimburse payments made in relation to a scam. What happened In November 2024 Mrs M received a call from a scammer impersonating one of her banking providers. She was persuaded her mon... (3 pages)View decision -
Decision Reference DRN-6001413
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6001413 The complaint Mr H complains about the lack of support and treatment he received from Barclays Bank UK PLC trading as Barclaycard (Barclays) in relation to the persistent debt he experienced on the credit card accounts he held with them. What happened In April 2023, Mr H com... (4 pages)View decision -
Decision Reference DRN-6070833
19 Jan 2026 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-6070833 The complaint Mr E complains that Toyota Financial Services (UK) PLC (who I’ll call TFS) were slow to remove a HPI finance marker and that their action caused him distress and inconvenience. What happened The detailed background to this complaint is well known to both partie... (2 pages)View decision -
Decision Reference DRN-5765095
19 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5765095 The complaint Mr M and Mr M (his son) have complained about the premium increase to Mr M’s (son’s) motor policy when Mr M cancelled his car and home insurance. To appropriately differentiate between both Mr M’s I shall call Mr M’s son, Mr A. Further as it has been Mr M who ... (3 pages)View decision -
Decision Reference DRN-5995562
19 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5995562 THE COMPLAINT Ms L complains that Wise Payments Limited (trading as Wise) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again... (3 pages)View decision -
Decision Reference DRN-6054095
19 Jan 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6054095 The complaint Mr and Mrs S complain that ARAG Legal Expenses Insurance Company Limited withdrew cover for a claim on their legal expenses insurance policy. What happened Mr and Mrs S are joint policyholders but Mrs S has dealt with the claim and the complaint, so for ease I ... (2 pages)View decision -
Decision Reference DRN-6052887
19 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6052887 The complaint Mr H complains about Zurich Insurance Company Ltd (“Zurich”) and the sale of his Full Protection Insurance (“FPI”) policy. What happened The potential claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologica... (3 pages)View decision -
Decision Reference DRN-5871151
19 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5871151 The complaint Mr Y complains that U K Insurance Limited trading as Churchill (“UKI”) said it wouldn’t replace his damaged windscreen with a manufacturer-made part. When I mention UKI I also mean its suppliers and repairers. What happened Mr Y had a car insurance policy with ... (3 pages)View decision -
Decision Reference DRN-5861821
19 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5861821 The complaint Mr and Mrs B complain about the amount AXA Insurance UK Plc charged for their home insurance policy. Mr B has primarily dealt with matters, so I’ll refer to him on behalf of Mrs D for simplicity. All premium figures will be rounded for ease of reading. What ... (2 pages)View decision