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-6005418
5 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-6005418 The complaint This complaint’s about a mortgage that Mr O used to hold with Santander UK Plc, jointly with another party. Mr O complains that in 2009, when switching the mortgage to interest-only for a period, Santander also capitalised arrears without his knowledge or infor... (3 pages)View decision -
Decision Reference DRN-6010470
5 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-6010470 The complaint Mr B complains Zurich Assurance Ltd (Zurich) has declined the claim he made under a group income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr B is covered und... (3 pages)View decision -
Decision Reference DRN-6012223
5 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6012223 The complaint Mr T complains about delays in the processing of his voluntary termination and about a charge Santander Consumer (UK) Plc, trading as Santander Consumer Finance (Santander) asked him to pay. What happened The detailed background to this complaint is well known ... (2 pages)View decision -
Decision Reference DRN-5908306
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5908306 The complaint Mr F has complained Revolut Ltd acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes q... (4 pages)View decision -
Decision Reference DRN-5746241
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746241 The complaint Mr S has complained that Monzo Bank Ltd carried out a hard credit check, without telling him it was going to do so. What happened Mr S applied for an overdraft on his Monzo account, and a ‘hard’ credit check was carried out, which is recorded on his credit file... (2 pages)View decision -
Decision Reference DRN-6023268
5 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6023268 The complaint Mr T says Creation Consumer Finance Ltd irresponsibly lent to him. What happened Mr T took out an interest-free fixed sum loan over 36 months from Creation in August 2025. It was to buy furniture from a certain retailer and was for £3,349.80. The monthly repaym... (3 pages)View decision -
Decision Reference DRN-6052852
5 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6052852 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to fraudulent gambling websites. He says Lloyds has acted irresponsibly in allowing him to use his bank account to gamble in a compulsive and problematic way. What happened T... (4 pages)View decision -
Decision Reference DRN-5989170
5 Jan 2026 EE Limited Not upheldConsumer CreditDRN-5989170 The complaint Mrs B complains that EE Limited trading as EE (“EE”) failed to deliver a new mobile phone and delayed removing the contract from her account. What happened Mrs B has a fixed sum loan agreement with EE for the provision of a mobile phone. She was entitled to an ... (2 pages)View decision -
Decision Reference DRN-6053251
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6053251 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) d... (10 pages)View decision -
Decision Reference DRN-6046395
5 Jan 2026 Vitality Health Limited UpheldInsuranceDRN-6046395 The complaint Mr and Mrs D complain that Vitality Health Limited is pursuing them for a debt, and cancelled a private medical insurance policy, for premiums which they say they never agreed to pay. What happened Mr D held a private medical insurance policy, provided by Vital... (5 pages)View decision