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-5922000
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5922000 The complaint Following a claim for an escape water, Mr and Mrs R are unhappy that Lloyds Bank General Insurance Limited avoided their home insurance policy due to alleged misrepresentation and sought to recover some of the claim costs from them. They are also unhappy that w... (5 pages)View decision -
Decision Reference DRN-5993282
16 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5993282 The complaint Mr E complains that there should be a balance in an old savings account held with Santander UK Plc. What happened Mr E was the beneficiary a savings account with Abbey National, now Santander. His wife, Mrs E, was Trustee of the account. Mrs E sadly passed awa... (2 pages)View decision -
Decision Reference DRN-6084974
16 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-6084974 The complaint Mr R is unhappy that Quilter Financial Services Limited (“Quilter) failed to carry out his instructions regarding his pension and investment funds. Mr R has suffered a loss and wants Quilter to pay him compensation. What happened There is no dispute about what... (6 pages)View decision -
Decision Reference DRN-6081006
16 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6081006 The complaint Miss M complains that Revolut Ltd has declined to refund transactions that were made from her account after she was the victim of a scam. What happened On 27 September 2024, Miss M received a call from someone claiming to be an employee of Revolut. Unknown to ... (3 pages)View decision -
Decision Reference DRN-5790135
16 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5790135 The complaint Mr S complains about the miscommunication from BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMWFS”) when he was voluntary terminating his hire purchase agreement. What happened Both parties are familiar with the background of this co... (3 pages)View decision -
Decision Reference DRN-6084171
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6084171 The complaint Mr and Mrs S’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-5992733
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992733 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money he lost to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set... (3 pages)View decision -
Decision Reference DRN-5962940
16 Jan 2026 Lendable Ltd UpheldConsumer CreditDRN-5962940 The complaint Miss L complains that Lendable Ltd trading as Autolend (Autolend) recorded arrears on her credit file incorrectly. What happened In January 2022 Miss L acquired a used car through a hire purchase agreement financed by Autolend. The agreement was voluntarily te... (3 pages)View decision -
Decision Reference DRN-5906242
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5906242 The complaint Miss J complains about Barclays Bank UK PLC. She says that she has been the victim of a scam and would like Barclays to refund her the money she says she has lost. What happened Miss J says that in 2023 she unfortunately fell victim to a romance scam when she... (2 pages)View decision -
Decision Reference DRN-5950927
16 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5950927 The complaint Mr K complained about the way Secure Trust Bank Public Limited Company trading as V12 Retail Finance (V12) dealt with a claim for a sofa he bought using a fixed sum loan agreement. Mr K is represented in his complaint. But to keep things simple I have referred... (3 pages)View decision