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 388057 results
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Decision Reference DRN-5811417
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811417 The complaint Mr W complains that Barclays Bank UK PLC delayed his payment and put a block on his account. Mr W said this caused financial loss and distress and he would like compensation. What happened Mr W opened an account with another finance provider, ‘R’. He transferre... (2 pages)View decision -
Decision Reference DRN-6000481
8 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-6000481 The complaint Mr and Mrs L complain that Assurant General Insurance Limited (“AGI”) refused to replace Mrs L’s phone under the warranty cover. For ease of reading, I’ll refer to Mrs L throughout my decision. What happened The background to this complaint is well-known to bot... (3 pages)View decision -
Decision Reference DRN-5995934
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5995934 The complaint Ms S complains about the way Shawbrook Bank Limited (‘SB’) handled her claim for a refund. What happened On 6 December 2023, Ms S entered into a fix sum loan agreement (the ‘agreement’ or the ‘loan agreement’) with SB to finance the supply and installation of w... (5 pages)View decision -
Decision Reference DRN-5865631
8 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5865631 The complaint Mr and Mrs S’ complaint is about a claim they made on their Aviva Insurance Limited (‘Aviva) legal expenses insurance policy, which was declined. Mr and Mrs S say Aviva treated them unfairly. What happened The details of this complaint is well known to both par... (2 pages)View decision -
Decision Reference DRN-5735940
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735940 The complaint Mrs and Mr C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost to a fraudster. They’re unhappy about the closure of their account and the support they received. They also say Barclays didn’t do enough to recover the funds. This co... (4 pages)View decision -
Decision Reference DRN-6004016
8 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-6004016 The complaint Mr S is unhappy Loans 2 Go Limited trading as Loans 2 Go provided him with three loans that were unaffordable. He was represented in his complaint until July 2025. For ease, I’ve written as if we’ve dealt with him directly throughout. What happened Loans 2 Go... (5 pages)View decision -
Decision Reference DRN-5979356
8 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5979356 The complaint Mrs B complains that Next Retail Limited accused her of returning worn items and unfairly charged her an investigation fee. What happened Mrs B holds a credit account with Next. In or around August 2025 Mrs B returned a dress that she’d ordered. Next received t... (2 pages)View decision -
Decision Reference DRN-6004003
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6004003 The complaint Mr and Mrs D’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)... (8 pages)View decision -
Decision Reference DRN-6003969
8 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6003969 The complaint Mrs S is unhappy Lendable Ltd provided her with a loan which she feels was unaffordable. She feels that, had they done more checks, they would’ve realised that she had a gambling addiction. What happened Lendable provided Mrs S with a loan for £7,000 in March... (4 pages)View decision -
Decision Reference DRN-6003462
8 Dec 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-6003462 The complaint Miss P, who is represented by a third party, complains that N.I.I.B Group Limited, trading as Northridge Finance (‘Northridge Finance’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2019, Miss P acq... (2 pages)View decision