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-6119498
30 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6119498 The complaint Mr and Mrs R 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) d... (10 pages)View decision -
Decision Reference DRN-6099661
30 Jan 2026 MBNA Limited UpheldBanking and PaymentsDRN-6099661 The complaint Mr G complains MBNA Limited unfairly defaulted his credit card account. What happened Mr G opened a credit card account with MBNA in 2018. In 2024, Mr G experienced a mental health crisis and has explained this meant he wasn’t able to fully advocate for himsel... (3 pages)View decision -
Decision Reference DRN-5922434
30 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5922434 The complaint Mr W complains that his account statements from Clydesdale Bank Plc (trading as Virgin Money) are not consistent with the Virgin Money app. What happened Mr W says his credit card account statement showed different figures for the amount owed and that the app ... (2 pages)View decision -
Decision Reference DRN-6089735
30 Jan 2026 RAC Insurance Limited Not upheldInsuranceDRN-6089735 The complaint X has complained about RAC Insurance Limited. They are not happy about the way it dealt with a claim under their tyre replacement policy. What happened X had a tyre replaced under his policy, but he wasn’t happy that the tyre only lasted just under 7000 miles b... (2 pages)View decision -
Decision Reference DRN-6004990
30 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6004990 The complaint Mrs W and T (trustees of Mr W’s estate) complain about U K Insurance Limited (“UKI”) and the service provided to them after they made a claim on their home insurance policy. They also complain about UKI’s decision to cash settle the claim and the impact this cr... (6 pages)View decision -
Decision Reference DRN-6114321
30 Jan 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6114321 The complaint Miss B is unhappy that the full balance of her finance agreement with Telefonica UK Limited became due following the termination of her airtime contract for a smart watch. What happened Miss B had a finance agreement in place that was used to purchase a smart ... (2 pages)View decision -
Decision Reference DRN-6119310
30 Jan 2026 Zurich Insurance PLC UpheldInsuranceDRN-6119310 The complaint Mr G complains that Zurich Insurance PLC (Zurich) hasn’t settled his home insurance claim in full. He’s also unhappy with the service he received during the claim. What happened Mr G had buildings and contents insurance underwritten by Zurich. Mr G’s home was ... (5 pages)View decision -
Decision Reference DRN-6119241
30 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6119241 The complaint The estate of Mrs R complains that Bank of Scotland plc trading as Halifax are holding it liable for transactions she didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvie... (4 pages)View decision -
Decision Reference DRN-6118779
30 Jan 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6118779 The complaint Mr M and Mrs M complain about not being sent the policy terms and conditions in a durable medium by The Royal London Mutual Insurance Society Limited (RL) for their life and critical illness policy. What happened Mr M and Mrs M took out a life and critical illn... (2 pages)View decision -
Decision Reference DRN-5973227
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5973227 The complaint Ms J complains she couldn’t access her HSBC UK Bank Plc mobile banking app for a period of time on 27 August 2025. She also complains about the service she received from HSBC when she contacted it about this issue. What happened Ms J explained she couldn’t use ... (3 pages)View decision