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-6020321
9 Jan 2026 Volvo Car UK Limited Not upheldConsumer CreditDRN-6020321 The complaint Mr B complains that Volvo Car UK Limited (‘VC’) misrepresented a sales proposal. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum fo... (3 pages)View decision -
Decision Reference DRN-6066333
9 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6066333 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t refund the money she lost to an authorised push payment (‘APP’) scam. Miss C referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll re... (5 pages)View decision -
Decision Reference DRN-6002210
9 Jan 2026 Northern Bank Limited UpheldBanking and PaymentsDRN-6002210 The complaint Mr M complains about the actions of Northern Bank Limited trading as Danske Bank when he lost money to a scam. Mr M is being supported in making the complaint by a representative, but for ease I’ll only refer to Mr M. What happened The detailed background to ... (4 pages)View decision -
Decision Reference DRN-6021903
9 Jan 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-6021903 The complaint Mr V complains that Loans 2 Go Limited trading as Loans 2 Go (L2G) reported negative information to the credit reference agencies (CRA’s) in relation to a loan repayment he made late. What happened Mr V took out a loan with L2G in 2024. The loan repayment due ... (3 pages)View decision -
Decision Reference DRN-6031526
9 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6031526 The complaint Mr and Mrs M complain that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t reimburse the funds they lost when they fell victim to a scam. What happened Mrs M saw an advert on social media for a summerhouse/cabin. She asked the seller if it was stil... (2 pages)View decision -
Decision Reference DRN-6014906
9 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6014906 The complaint Mr and Mrs R complain that Zurich Insurance Company Ltd settled only part of their claim against their travel insurance policy. Reference to Zurich includes its agents. What happened Mr and Mrs R had an annual travel insurance policy underwritten by Zurich. Th... (3 pages)View decision -
Decision Reference DRN-6066356
9 Jan 2026 Arrow Global Limited Not upheldConsumer CreditDRN-6066356 The complaint Ms P’s complaint is, in essence, that Arrow Global Limited (‘Arrow Global’) 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... (3 pages)View decision -
Decision Reference DRN-5955235
9 Jan 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-5955235 The complaint Mrs B is unhappy with Legal and General Assurance Society Limited’s decision to decline her income protection claim. What happened Mrs B has a group income protection policy with L&G provided by her employer. In March 2024, she became absent from work owing... (4 pages)View decision -
Decision Reference DRN-4646215
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4646215 The complaint Mr and Mrs L’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)... (11 pages)View decision -
Decision Reference DRN-5833231
9 Jan 2026 One Sure Insurance Limited Not upheldInsuranceDRN-5833231 The complaint L, a limited company, complains about what One Sure Insurance Limited did at renewal of its combined liability insurance policy. L is represented by its director, Mr J. What happened L has liability insurance arranged through One Sure. In mid-February 2025 One ... (2 pages)View decision