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-6066813
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6066813 The complaint Mr and Mrs S’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)... (8 pages)View decision -
Decision Reference DRN-6065648
9 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6065648 The complaint Mr S has complained that the timing of when First Central Underwriting Limited chose to collect a renewal premium was unfair and led to his car insurance policy not being renewed. Mr S is being represented in his complaint by his mother, Mrs S, who is also an a... (6 pages)View decision -
Decision Reference DRN-5793649
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5793649 The complaint Mr W and Mrs N’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 ... (12 pages)View decision -
Decision Reference DRN-5912811
9 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5912811 The complaint M, a limited company, is unhappy that Starling Bank Limited (“Starling”) won't reimburse it the money it sent to a third-party for the distressed sale of another limited company (T). M is represented by its director, Ms A, and I have referred to her in th... (4 pages)View decision -
Decision Reference DRN-5765219
9 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5765219 The complaint Mr W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair credi... (17 pages)View decision -
Decision Reference DRN-6063930
9 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6063930 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfa... (17 pages)View decision -
Decision Reference DRN-6066578
9 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6066578 The complaint A company, which I’ll refer to as E complains that Revolut Ltd has declined to reimburse payments made as part of a scam. Mr P, who is a director of E, brings the complaint on E’s behalf. What happened Mr P received a call in February 2024 from a scammer impers... (6 pages)View decision -
Decision Reference DRN-5831276
9 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5831276 The complaint A limited company, which I will refer to in this decision as T, has complained about the handling of a claim for business interruption losses under its commercial insurance policy with Hiscox Insurance Company Limited. Mr M, as director of T, has brought the co... (6 pages)View decision -
Decision Reference DRN-6002726
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6002726 The complaint Miss B complains that National Westminster Bank Public Limited Company irresponsibly provided her with a credit card and credit limit increases. What happened This decision deals with NatWest’s provision of a credit card which was originally arranged in 2012. D... (6 pages)View decision -
Decision Reference DRN-6053946
9 Jan 2026 A-Plan Holdings UpheldInsuranceDRN-6053946 The complaint Mr R, a sole trader, complains A-Plan Holdings mis-sold him a tradesman’s insurance policy. What happened In 2017 Mr R took out tradesman’s insurance through A-Plan. During the fact find call he said he operated as a sole trader builder. The adviser queried asp... (4 pages)View decision