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-6083958
16 Jan 2026 Motors Insurance Company Limited UpheldInsuranceDRN-6083958 The complaint Mr A complains that a claim was declined by Motors Insurance Company Limited on his motor warranty. What happened Mr A renewed his motor warranty with Motors in late-February 2025. In mid-March 2025, the coolant warning light came on in his car. He took it to a... (3 pages)View decision -
Decision Reference DRN-6015818
16 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6015818 The complaint Mr C and Ms B complain that Aviva Life & Pensions UK Limited has turned down a critical illness claim Mr C made on a life insurance policy. As Mr C brought the complaint to us, for ease, I’ve referred mainly to him. What happened The background to this complai... (4 pages)View decision -
Decision Reference DRN-6012195
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6012195 The complaint Mrs F complains HSBC Bank UK Plc unfairly closed her accounts and delayed returning her funds. What happened Mrs F held a current account, savings account and ISA account with HSBC. Following a review of Mrs F’s holdings, HSBC wrote to her on 15 July 2024 expl... (4 pages)View decision -
Decision Reference DRN-6031889
16 Jan 2026 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-6031889 The complaint Miss P complains Marks & Spencer Financial Services Plc trading as M&S Bank is unfairly reporting her loan to credit reference agencies, adversely affecting her creditworthiness. What happened Miss P took a loan with M&S Bank in August 2023, borrow... (2 pages)View decision -
Decision Reference DRN-6083541
16 Jan 2026 Evergreen Finance London Limited UpheldConsumer CreditDRN-6083541 The complaint Mr L complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (‘Moneyboat’) irresponsibly lent to him. What happened Moneyboat provided Mr L with a single loan in March 2025. The loan was for £400 and was due to be repaid over four monthly instalm... (7 pages)View decision -
Decision Reference DRN-5937444
16 Jan 2026 HCC International Insurance Company Plc Not upheldInsuranceDRN-5937444 The complaint Mr F has complained that HCC International Insurance Company Plc trading as Tokio Marine HCC failed to reasonably repair all the damage caused to his caravan under his caravan policy following damage by falling branches from a tree. What happened Mr F owns a c... (3 pages)View decision -
Decision Reference DRN-5945682
16 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5945682 The complaint Mrs R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (11 pages)View decision -
Decision Reference DRN-5848196
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5848196 The complaint Mr C complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr C fell victim to a scam after he met an individual who said they needed help recovering an inheritance. Following this, a recovery company reached out to him and tol... (3 pages)View decision -
Decision Reference DRN-5951986
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5951986 The complaint Ms G has complained about the way Monzo Bank Ltd (‘Monzo’) dealt with her claim for money back in relation to a purchase she made using her debit card. What happened Ms G purchased a camera stand for £114, using her Monzo debit card, from a business I’ll call ... (4 pages)View decision -
Decision Reference DRN-6028626
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6028626 The complaint Mr C complains about The Royal Bank of Scotland Plc (’RBS’). He says that he has been the victim of a scam and would like RBS to refund him the money he has lost as a result. What happened Having retired, Mr C was looking to make a small investment when he ca... (3 pages)View decision