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-6123675
2 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6123675 The complaint Miss C complains that Nationwide Building Society (Nationwide) won’t refund the money she lost as a result of two scams, an investment recovery and job scam. What happened The detailed background to this complaint is well known to both parties and the followin... (6 pages)View decision -
Decision Reference DRN-5762300
2 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5762300 The complaint and what happened Mr S complains Revolut won’t reimburse money he lost when he fell victim to an investment scam. Mr S is professionally represented, however for ease, I’ll refer to Mr S throughout my decision. The full details of this complaint are well know... (4 pages)View decision -
Decision Reference DRN-6089755
2 Feb 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6089755 The complaint Ms W complains about how Advantage Insurance Company Limited (Advantage) handled and settled a claim she made on her motor insurance policy. Reference to Advantage includes its agents What happened Ms W holds a motor insurance policy with Advantage. When she w... (3 pages)View decision -
Decision Reference DRN-6069140
2 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6069140 The complaint Mr S and Mr S complain about Liverpool Victoria Insurance Company Limited’s decision to decline a claim under their buildings insurance policy. Mr S and Mr S are joint policyholders, but most of the communication regarding the claim and complaint has been from ... (3 pages)View decision -
Decision Reference DRN-6123708
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6123708 The complaint Mr and Mrs W say their creditor-debtor relationship with Shawbrook Bank Limited (‘Shawbrook’) was unfair to them under section 140A of the Consumer Credit Act 1974 (‘CCA’). What happened In May 2014, Mr and Mrs W purchased a timeshare membership I’ll call ‘Frac... (5 pages)View decision -
Decision Reference DRN-6051907
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6051907 The Complaint Mr and Mrs L’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)... (12 pages)View decision -
Decision Reference DRN-6079860
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6079860 The complaint Mr P and Miss D say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA... (9 pages)View decision -
Decision Reference DRN-6075031
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075031 The complaint Mrs S and Mr 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... (11 pages)View decision -
Decision Reference DRN-6123567
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6123567 The complaint Mr and Mrs G’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)... (2 pages)View decision -
Decision Reference DRN-6026184
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6026184 The complaint A company which I’ll refer to as E, complains about Santander UK Plc’s (Santander) decision to migrate its business account (the Account) from one that for many years operated on a free from fees basis to an account which incurred a monthly fee. In bringing th... (4 pages)View decision