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
-
Decision Reference DRN-5885847
15 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5885847 The complaint Mr B complains that Advantage Insurance Company Limited (Advantage) unfairly cancelled his telematics motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Mr B had a telematics motor insurance polic... (3 pages)View decision -
Decision Reference DRN-6081644
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6081644 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 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) (... (12 pages)View decision -
Decision Reference DRN-6068322
15 Jan 2026 Barclays Bank UK PLC UpheldInsuranceDRN-6068322 The complaint Mr and Mrs H complain that they were mis-sold their level term life and critical illness policy by Barclays Bank UK Plc. What happened Mr and Mrs H bought a property in 2009, with the aid of a mortgage. To protect that mortgage, they were advised to take out a... (3 pages)View decision -
Decision Reference DRN-5929054
15 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5929054 The complaint Mrs P’s complaint is, in essence, that Tandem 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) deciding a... (12 pages)View decision -
Decision Reference DRN-5931325
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5931325 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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 ... (11 pages)View decision -
Decision Reference DRN-6054004
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6054004 The complaint Miss G complains Santander UK Plc gave notice in July 2025 that it planned to migrate her account, which she uses for the purposes of her business and which is free from fees, to an account which incurs a monthly fee in October 2025. Miss G says this is unfair ... (4 pages)View decision -
Decision Reference DRN-6058775
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6058775 The complaint Miss W, a sole trader, complains Santander UK Plc gave notice in July 2025 that it planned to migrate her account, which was free from fees, to an account which incurred a monthly fee in October 2025. Miss W says this is unfair as, when she opened the account, ... (4 pages)View decision -
Decision Reference DRN-6078690
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078690 The complaint Ms S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (11 pages)View decision -
Decision Reference DRN-5762919
15 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762919 The complaint Ms B and Mr H complain that The Royal Bank of Scotland Plc (“RBS”), have failed to refund money that they say they lost as part of an investment scam. What happened Ms B and Mr H came across a company that purported to be an investment firm, but they say it w... (3 pages)View decision -
Decision Reference DRN-5922259
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5922259 The complaint Miss D complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it allowed her to increase her overdraft limits because had it conducted proportionate checks it would have seen it wasn’t affordable or sustainable. What happened The details of this co... (4 pages)View decision