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-6081449
15 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6081449 The complaint Mrs A complains about a car supplied to her using a conditional sale agreement taken out with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). Mrs A also believes there was a misrepresentation in relation to the servicing and M... (5 pages)View decision -
Decision Reference DRN-5860383
15 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5860383 The complaint Mr A and Miss S complain that Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (LV), damaged their vehicle, following a claim under their roadside assistance insurance policy. LV has been represented on the claim by its agents. For simpl... (3 pages)View decision -
Decision Reference DRN-5189584
15 Jan 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-5189584 The complaint Mr and Mrs L have complained that First Holiday Finance Ltd (“FHFL”), acted unfairly and unreasonably by being a party to an unfair debtor-creditor relationship with them under s.140A of the Consumer Credit Act 1984 (“CCA”). What happened In 2016 Mr and Mrs L p... (5 pages)View decision -
Decision Reference DRN-5947812
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5947812 The complaint Mr and Mrs H’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)... (12 pages)View decision -
Decision Reference DRN-5783693
15 Jan 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5783693 The complaint Mrs L complains that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly handled a claim made under her home insurance policy following an escape of water at her property. Any reference to Mrs L or Lloyds includes respective agents or representatives.... (4 pages)View decision -
Decision Reference DRN-5944388
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5944388 The complaint Mrs A has complained about the way Revolut Ltd (“Revolut”) dealt with a claim for money back in relation to some flights she paid for using her Revolut account. What happened The facts in this case are not disputed so I’ve only briefly set them out here. In No... (4 pages)View decision -
Decision Reference DRN-5804809
15 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-5804809 The complaint Mr and Mrs S have repaid their mortgage with Nationwide Building Society and are unhappy that it won’t provide them with a document in the format they have requested so they can remove the charge on their property without needing to instruct a solicitor. What h... (3 pages)View decision -
Decision Reference DRN-6079105
15 Jan 2026 LeasePlan UK Limited Not upheldConsumer CreditDRN-6079105 The complaint Mrs Q complains that LeasePlan UK Limited trading as Ayvens, repeated a mistake and made payments to her that weren’t due. What happened Mrs Q took receipt of a car in January 2021 and financed the deal through a hire agreement with Ayvens. At the end of the ag... (2 pages)View decision -
Decision Reference DRN-6080387
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6080387 The complaint Miss B complains that Santander UK Plc won’t reimburse a payment she made from her bank account. What happened Miss B used the services of a company I’ll refer to as ‘E’ to export her horses to Italy. She says that she was unexpectedly asked to pay import tax (... (3 pages)View decision -
Decision Reference DRN-5948355
15 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5948355 The complaint Mr G is unhappy that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) was of an unsatisfactory quality. When I refer to what Mr G said and what Autolend said, it should also be taken to include things sai... (3 pages)View decision