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-5918896
30 Jan 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-5918896 The complaint Mrs B complains about how Legal and General Assurance Society Limited (“L&G”) handled a claim under an income protection policy. What happened Mrs B is covered by an income protection policy through her employer. The policy pays a benefit if she is unable ... (8 pages)View decision -
Decision Reference DRN-5925552
30 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5925552 The complaint Mrs K’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (13 pages)View decision -
Decision Reference DRN-5920638
30 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5920638 The Complaint Mr P’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (13 pages)View decision -
Decision Reference DRN-5903719
30 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5903719 The complaint Mr H complains that U K Insurance Limited (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2020. Mr H acquired the car in ... (4 pages)View decision -
Decision Reference DRN-6039326
30 Jan 2026 Santander UK Plc UpheldConsumer CreditDRN-6039326 The complaint Mr C complains Santander UK Plc (Santander) acted unfairly by agreeing to a loan he said was unaffordable. What happened Around August 2023 Mr C entered into a Fixed Sum loan agreement with Santander for £14,000. After interest and charges were applied Mr C, in... (4 pages)View decision -
Decision Reference DRN-6069619
30 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6069619 The complaint Mr L is unhappy that Revolut Ltd won’t refund him all the funds lost after falling victim to an investment scam. Mr L's complaint is brought through professional representatives. But for ease I’ll refer to Mr L throughout this decision. What happened The... (5 pages)View decision -
Decision Reference DRN-5932629
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932629 The complaint Mr L is unhappy that Barclays Bank UK PLC won’t refund him all the funds lost after falling victim to an investment scam. Mr L's complaint is brought through professional representatives. But for ease I’ll refer to Mr L throughout this decision. What hap... (4 pages)View decision -
Decision Reference DRN-6079732
30 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6079732 The complaint Mr C complains that the car he acquired through Zopa Bank Limited (“ZBL”) wasn’t of satisfactory quality. He wants ZBL to accept his rejection of the car, or for it to provide a replacement vehicle. What happened Mr C entered into a hire purchase agreement in A... (4 pages)View decision -
Decision Reference DRN-5932529
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932529 The complaint Mr and Mrs L are unhappy that Barclays Bank UK PLC won’t refund them all the funds lost after falling victim to an investment scam. Mr and Mrs L's complaint is brought through professional representatives. But for ease I’ll refer to Mr L throughout this d... (4 pages)View decision -
Decision Reference DRN-6091635
30 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6091635 The complaint Mr O is unhappy that Admiral Insurance (Gibraltar) Limited declined a claim made on his travel insurance policy (‘the policy’) in connection with him requiring emergency medical treatment abroad. He’s also unhappy with the assistance he received whilst abroad. ... (5 pages)View decision