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 401363 results
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Decision Reference DRN-5901653
20 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5901653 The complaint Mr B and Mrs B have complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under their home insurance policy. Mr B and Mrs B are represented but, for ease, I will normally only refer to them. What happened Mr B and Mrs B f... (5 pages)View decision -
Decision Reference DRN-5843911
20 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5843911 The complaint Miss A complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-6288746
20 Apr 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6288746 The complaint Ms S’ complaint is, in essence, that Tandem 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) deciding ag... (11 pages)View decision -
Decision Reference DRN-6284500
20 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6284500 The complaint Mr S complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr S was approved for an Aqua credit card in January 2025, with a £1,200 credit limit. The credit limit was increased to £2,700 in May 2025, and the credit limit was increas... (3 pages)View decision -
Decision Reference DRN-5800477
20 Apr 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5800477 The complaint Ms G’s complaint against St. James's Place Wealth Management Plc (“SJP”) is about the investment advice she received in 2020. Ms G is represented by Mr B. For ease of reference, I will refer throughout this decision to Ms G as the one bringing the complai... (6 pages)View decision -
Decision Reference DRN-6201370
20 Apr 2026 James Brearley & Sons Limited Not upheldInvestmentsDRN-6201370 The complaint Mr B complains James Brearley & Sons Limited (JB) confused and disrupted his efforts to reinvest funds in a structured investment product. What happened The facts of this case are well known to both parties. But in broad summary: • Mr B held cash savings ... (2 pages)View decision -
Decision Reference DRN-6180999
20 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6180999 The complaint Mr B complains that NewDay Ltd (trading as “Aqua”) wouldn’t refund him for one transaction he didn’t recognise and one transaction which he felt he shouldn’t have had to pay for. Mr B feels Aqua failed to secure his account. What happened Mr B has a credit car... (3 pages)View decision -
Decision Reference DRN-6301458
20 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6301458 The complaint The Estate 1 of Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consume... (15 pages)View decision -
Decision Reference DRN-6163053
20 Apr 2026 Eridge Underwriting Agency Ltd Not upheldInsuranceDRN-6163053 The complaint Mr P complains about how Eridge Underwriting Agency Ltd handled a claim made on his motor insurance policy. He wants it to remove the fault from his record and compensate him for his increased premiums and upset. What happened Mr P was involved in an incident ... (2 pages)View decision -
Decision Reference DRN-6259426
20 Apr 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6259426 The complaint Mrs Z complains about the interest applied to her credit agreement with Creation Consumer Finance Limited (CCF). What happened On 14 October 2024 Mrs Z purchased a television from a merchant and entered into a Buy Now Pay Later (BNPL) agreement. The purchase pr... (2 pages)View decision