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 387322 results
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Decision Reference DRN-6017733
6 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6017733 The complaint Ms V is unhappy with the way Lloyds Bank General Insurance Limited (LBGI) settled a claim under her home insurance policy. What happened Ms V made a claim to LBGI after a fire damaged her home. After the fire she noticed that two rings had been lost or stolen. ... (2 pages)View decision -
Decision Reference DRN-5999074
6 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5999074 The complaint Mr S has complained about how HSBC UK Bank Plc (HSBC) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve... (3 pages)View decision -
Decision Reference DRN-6005695
6 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6005695 The complaint Mr B complains about the way MONEYBARN NO.1 LIMITED trading as Moneybarn are reporting a finance agreement he had with them to the Credit Reference Agencies (CRA’s). He says he didn’t receive correspondence about the amount owed and that Moneybarn have been unr... (2 pages)View decision -
Decision Reference DRN-6056713
6 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6056713 The complaint Miss L made a claim on her U K Insurance Limited trading as Direct Line Pet Insurance (‘UKI’) pet insurance policy which was declined. Miss L says UKI treated her unfairly. What happened In December 2025 I issued a provisional decision in which I said the foll... (3 pages)View decision -
Decision Reference DRN-5831150
6 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5831150 The complaint Mr K complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to him. What happened Mr K was approved for a Tesco credit card in October 2018, with a £250 credit limit. The credit limit was increased to £600 in February 2019. Mr K says that ... (5 pages)View decision -
Decision Reference DRN-6056804
6 Jan 2026 Covea Insurance plc UpheldInsuranceDRN-6056804 The complaint Mr N and Ms S complain about Covea Insurance plc’s (Covea’s) handling of a claim made under their landlord property insurance policy. What happened Mr N and Ms S own a property which they rent out to tenants. They have a landlord property insurance policy, und... (7 pages)View decision -
Decision Reference DRN-6056901
6 Jan 2026 My Finance Club Limited Not upheldConsumer CreditDRN-6056901 The complaint Mr W complains My Finance Club (MFC) irresponsibly lent to him. What happened Mr W took two loans with MFC as follows: Loan No. Loan amount Agreement date Repayment date Scheduled term (days) Actual term (days) Repayment 1 £40022/11/2022 29/12/2022 38 36 £521.... (6 pages)View decision -
Decision Reference DRN-5945946
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5945946 The complaint Mr and Mrs M’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)... (14 pages)View decision -
Decision Reference DRN-5892797
6 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5892797 The complaint Miss D complains about the insurer of her motor insurance policy, Watford Insurance Company Europe Limited (Watford), accepting liability for an accident in which her vehicle was in collision with a third-party vehicle. While Miss D didn’t want to make a claim ... (3 pages)View decision -
Decision Reference DRN-6055628
6 Jan 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6055628 The complaint Ms L has complained about Prudential’s handling of the pension sharing order (PSO) awarded in 2013. She’s said that she still hasn’t received her share, despite providing the relevant documentation several times since 2014. What happened Ms L’s ex-husband had ... (6 pages)View decision