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
-
Decision Reference DRN-6054177
14 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6054177 The complaint Mr H complains about the quality of a car he acquired under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CA Auto). When I refer to what Mr H and CA Auto said or did, it should also be taken to include things said or done on their behalf.... (6 pages)View decision -
Decision Reference DRN-6062214
14 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6062214 The complaint Mr A complains about a guaranteed asset protection (GAP) insurance policy sold to him when he entered into a hire-purchase agreement with Black Horse Limited in January 2022. What happened Mr A bought a car from a dealership (partly funded with a hire purchase... (4 pages)View decision -
Decision Reference DRN-5927059
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5927059 The complaint Miss V complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will mostly refer to Miss V in my decision because she held the... (4 pages)View decision -
Decision Reference DRN-5655961
14 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-5655961 The complaint Miss C and Mr M have complained about the mortgage they hold with Nationwide Building Society. They said that Nationwide extended the term of their mortgage without their consent, and that it then made it difficult to overpay the mortgage to reduce the mortgage... (3 pages)View decision -
Decision Reference DRN-6017146
14 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6017146 The complaint Miss R’s complained about how AXA Insurance UK Plc have dealt with her property insurance claim following an escape of water in her home. Although Miss R, as the policyholder, is the party eligible to complain, the claim and complaint have been dealt with by he... (3 pages)View decision -
Decision Reference DRN-6076690
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6076690 The complaint Mr G 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 a... (7 pages)View decision -
Decision Reference DRN-5971665
14 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5971665 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited (“LV”) and the increase in his home insurance premium. What happened The complaint circumstances are well known to both parties, so I don’t intend to list them chronologically in detail. But to s... (2 pages)View decision -
Decision Reference DRN-5578761
14 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5578761 The complaint Mr A complains that J.P. Morgan Europe Limited (trading as Chase) won’t refund payments he made as part of a scam. What happened • Mr A was the victim of an investment scam involving eighteen payments from his Chase account between 30 August 2024 to 26 October ... (2 pages)View decision -
Decision Reference DRN-5827629
14 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5827629 The complaint Miss S is unhappy with repairs carried out by Domestic & General Insurance Plc (D&G) under her household warranties policy. What happened Miss S held a household warranty policy with D&G. Just before the policy ended in May 2025, she reported a fau... (2 pages)View decision -
Decision Reference DRN-5728862
14 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5728862 The complaint Mr and Mrs B complain that Intact Insurance UK Limited (‘Intact’) unfairly declined a storm damage claim they made on their property insurance policy. What happened Mr and Mrs B held a home insurance policy underwritten by Intact. Mr B contacted them in July 2... (3 pages)View decision