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-6115508
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6115508 The complaint Mr C says Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with Shawbrook was unfair to him under section 140A of the CCA. What happened I... (6 pages)View decision -
Decision Reference DRN-6060176
29 Jan 2026 Zurich Insurance PLC Not upheldInsuranceDRN-6060176 The complaint Mr W has complained about his let property insurer Zurich Insurance PLC, particularly in respect of a cash settlement it made to him for a water damage claim. What happened Mr W owns a flat in a block. In September 2022 Mr W made a claim to Zurich when a water... (4 pages)View decision -
Decision Reference DRN-6108385
29 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6108385 The complaint Mr B has complained that The Co-operative Bank (“Co-op Bank”) mis-sold him a fee-paying Everyday Extra packaged bank account. Mr B is also unhappy with the service he received from Co-op Bank when he discussed downgrading his account over the phone. What happen... (3 pages)View decision -
Decision Reference DRN-6090109
29 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6090109 The complaint Mr and Mrs E have complained about the way UK Insurance Limited (“UKI”) dealt with the claim they made after Mrs E was involved in a road traffic accident. What happened At the end of 2024, Mrs E was involved in an accident. So she contacted UKI to make a clai... (4 pages)View decision -
Decision Reference DRN-5524932
29 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5524932 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, have refused to refund transactions he said he didn’t authorise. What happened The facts are well known to both parties so I haven’t gone into them in detail here. Mr G contacted Barclaycard to... (3 pages)View decision -
Decision Reference DRN-5964610
29 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-5964610 The complaint Mr R complains about a vehicle he acquired using a hire purchase agreement with Black Horse Limited (“Black Horse”). He says the vehicle had several problems which prevented him from using it and which meant he almost lost his business. What happened In April 2... (3 pages)View decision -
Decision Reference DRN-6114335
29 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-6114335 The complaint Mr G and Ms L complain about AmTrust Specialty Limited’s handling of their legal expenses insurance claim. Any reference to AmTrust includes the actions of its agents. What happened Mr G and Ms L hold legal expenses insurance cover with AmTrust. They made a c... (4 pages)View decision -
Decision Reference DRN-5928407
29 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5928407 The complaint Mr M complains about a personal contract purchase (“PCP”) agreement he entered into with CA AUTO FINANCE UK LTD (“CA Auto”). He says the Guaranteed Future Value (“GFV”) figure was over-inflated and has led to him suffering financial loss. What happened In Decem... (2 pages)View decision -
Decision Reference DRN-5762478
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5762478 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) declined to reimburse losses he incurred as the result of an alleged scam. What happened Mr K was looking to book a trip and contacted a company who could assist him with the booki... (4 pages)View decision -
Decision Reference DRN-5847666
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5847666 The complaint Mr M has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The background of this complaint is well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (3 pages)View decision