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-4560066
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditThe 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) deciding again... (10 pages)View decision -
Decision Reference DRN-5888441
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditThe complaint Mr J is unhappy Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) provided him with two loans that were unaffordable. What happened Novuna provided Mr J with two loans: •Loan one in October 2024 for £7,500. This was due to be repaid in 60 monthly inst... (4 pages)View decision -
Decision Reference DRN-6091703
3 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6091703 The complaint Mrs K has complained about the amount Intact Insurance UK Limited, trading as RSA, offered to settle a claim she made on her contents insurance policy following a theft. Reference to RSA includes its agents and representatives. What I’ve decided – and why I’v... (2 pages)View decision -
Decision Reference DRN-5814341
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5814341 The complaint Mr J complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him, and they ignored his vulnerabilities. What happened Mr J was approved for a Barclaycard credit card in August 2022, with a £4,200 credit limit. He says that Barclaycard i... (3 pages)View decision -
Decision Reference DRN-5929740
3 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5929740 The complaint Mr F complains Starling Bank Limited recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr F received a large payment into his Starling account through a bank transfer ... (2 pages)View decision -
Decision Reference DRN-6088892
3 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6088892 The complaint A, a limited company, complains that Metro Bank PLC (‘Metro’) has not refunded money it lost through what it now believes was a scam. A is represented by ‘Q’, which brings the complaint on A’s behalf. What happened As all parties are familiar with the circumsta... (6 pages)View decision -
Decision Reference DRN-5857028
3 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5857028 The complaint Mr G complains that Aviva Insurance Limited has unfairly declined his claim under his building insurance policy. What happened Mr G holds a buildings insurance policy underwritten by Aviva. On 12 May 2025 Mr G reported a leak in the plant room for his swimmin... (3 pages)View decision -
Decision Reference DRN-5823766
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5823766 The complaint Miss C complains Revolut Ltd (“Revolut”) hasn’t refunded funds she said she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Miss C converted £740 into ... (2 pages)View decision -
Decision Reference DRN-6053606
3 Feb 2026 ST. JAMES'S PLACE UK PLC UpheldPensions and AnnuitiesDRN-6053606 The complaint Mr A has complained that St. James’s Place UK PLC didn’t update the value of his pension plan to include and account for his pension withdrawals in valuations it sent to him. What happened Mr A holds a pension plan with to take regular monthly withdrawals of £... (7 pages)View decision -
Decision Reference DRN-6100134
3 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6100134 The complaint With the help of a professional representative (PR) Mrs B and Mr I complain that Moneybarn No.1 Limited trading as Moneybarn lent to them irresponsibly. For ease I’ll mainly refer to the actions of the PR as being those of Mrs B and Mr I. What happened On 24 De... (4 pages)View decision