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 391431 results
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Decision Reference DRN-5966502
5 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5966502 The complaint Mr H complains that Zopa Bank Limited lent irresponsibly when it approved two credit card applications he made. What happened Mr H applied for a Zopa credit card (card 1) in September 2021. In his application, Mr H said he was employed with an annual income of... (3 pages)View decision -
Decision Reference DRN-5897142
5 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5897142 The complaint Mr and Mrs H were unhappy when Great Lakes Insurance UK Limited (“Great Lakes”) wouldn’t provide information related to their No Claims Discounts (NCD) when they renewed their policy. Great Lakes were providing a home insurance policy. What happened When Mr and... (2 pages)View decision -
Decision Reference DRN-5968930
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5968930 The complaint Miss U complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will refer to Miss U in my decision because she held the releva... (3 pages)View decision -
Decision Reference DRN-6055238
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055238 The complaint Mr H complains Santander UK Plc moved from a free business account to one with a monthly fee, breaking a promise made when the account was opened. What happened Mr H, trading as a business name which I’ll refer to as C in this decision, complains Santander gave... (3 pages)View decision -
Decision Reference DRN-6052071
5 Jan 2026 ReAssure Limited Not upheldInvestmentsDRN-6052071 The complaint Mr H complains that ReAssure Limited shouldn’t have allowed a bond he had placed in trust to be surrendered in 2018, as he says they didn’t have proper authorisation to do so. What happened In 2015, Mr H settled two bonds and a property into a trust, and appoin... (6 pages)View decision -
Decision Reference DRN-5996100
5 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5996100 The complaint Mr and Mrs D have complained about the way Red Sands Insurance Company (Europe) Limited dealt with the payment of medical bills. All reference to Red Sands includes any agents acting on its behalf. What happened Mr and Mrs D had a travel insurance policy, under... (2 pages)View decision -
Decision Reference DRN-6046685
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6046685 The complaint Mr A is unhappy with the offer Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) made to resolve his complaint about an unaffordable personal loan. Mr A also complains that Novuna has treated him unfairly while he’s been in financial diff... (3 pages)View decision -
Decision Reference DRN-6014586
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6014586 The complaint Mr H complained his claim related to an escape of water in his home was unfairly declined by Lloyds Bank General Insurance Limited (“Lloyds”) under his home insurance policy. What happened Mr H made a claim when he said a water leak from his toilet caused exten... (2 pages)View decision -
Decision Reference DRN-5983059
5 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5983059 The complaint Mrs H complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call Alphera) were unreasonable to default her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-6053860
5 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6053860 The complaint Mrs T is unhappy that a van supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened agreement with Close Brothers. She paid an advance payment of £5,... (4 pages)View decision