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-5910499
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5910499 The complaint Mrs N and Mr N’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 (... (14 pages)View decision -
Decision Reference DRN-6069699
14 Jan 2026 Bruce Bennett UpheldPensions and AnnuitiesDRN-6069699 The complaint Mr H complains that Bruce Bennett trading as Beneficial Financial Management (‘BB’) has failed to carry out the ongoing advice service and reviews he was paying for in relation to his investments and is seeking a refund. What happened There is limited informati... (5 pages)View decision -
Decision Reference DRN-6078966
14 Jan 2026 Chubb European Group SE Not upheldInsuranceDRN-6078966 The complaint Mr and Mrs D are unhappy that Chubb European Group SE declined a claim made under a travel insurance policy they had the benefit of (‘the policy’). What happened Mr and Mrs D were due to fly abroad with their children. They were due to travel by plane to one c... (3 pages)View decision -
Decision Reference DRN-6013797
14 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6013797 The complaint Mr S and Ms O complain about the decline of their home insurance claim by Aviva Insurance Limited (‘Aviva’) and the service provided whilst responding to that claim. Aviva are the underwriters (insurers) of this policy. Some of the dissatisfaction in this compl... (4 pages)View decision -
Decision Reference DRN-6057518
14 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6057518 The complaint Mr G complains that Scottish Equitable Plc trading as Aegon (“Aegon”) has failed to pay him some pension income in a timely manner. What happened Mr G holds pension savings with Aegon. He is currently not receiving any income from employment so is reliant on wi... (4 pages)View decision -
Decision Reference DRN-5819100
14 Jan 2026 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5819100 The complaint Mr A complains about how his insurer, AA Underwriting Insurance Company Limited (AA), valued his vehicle as a total loss following an accident. Any reference to AA in this decision includes their agents. What happened In June 2025 Mr A was involved in an acci... (3 pages)View decision -
Decision Reference DRN-5993287
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993287 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5918554
14 Jan 2026 Haven Insurance Company Limited UpheldInsuranceDRN-5918554 The complaint Miss S has complained about the way her motor insurer, Haven Insurance Company Limited (‘Haven’), recorded two claims she made on her policy. She says this impacted her ability to find competitive quotes with other insurers. What happened Miss S has a motor in... (3 pages)View decision -
Decision Reference DRN-5955496
14 Jan 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5955496 The complaint Mr H complains that Zempler Bank Limited wrongly restricted his account without telling him that it was doing so and that it then did not lift the restrictions, even though it had said it would do so. Mr H is particularly concerned that he can no longer make ca... (3 pages)View decision -
Decision Reference DRN-6077197
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6077197 The complaint Mr and Mrs P’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