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-5576243
9 Jan 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5576243 The complaint Mr M complains that Aviva Life and Pensions UK Limited (Aviva) treated him unfairly when he tried to reduce the premiums he was paying for his life and critical illness policy. What happened The background to this complaint is well known to all parties so I’ll... (9 pages)View decision -
Decision Reference DRN-6046664
9 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6046664 The complaint Mrs H complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to her irresponsibly when they provided her with a personal loan. What happened In April 2025, Mrs H was provided with a personal loan by MoneyBoat. The loan was for £550 a... (4 pages)View decision -
Decision Reference DRN-5963162
9 Jan 2026 Computershare Investor Services Plc UpheldInvestmentsDRN-5963162 The complaint Mrs E has complained about the delays she experienced when she tried to transfer her Save as You Earn (‘SAYE’) shareholding from Computershare Investor Services Plc (‘CIS’) to her new platform provider. What happened In September 2024 Mrs E wanted to transfer ... (6 pages)View decision -
Decision Reference DRN-5895480
9 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895480 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr M throughout this decision. What happened The background is known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-6055614
9 Jan 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6055614 The complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) irresponsibly gave him a hire purchase agreement he couldn’t afford to repay. What happened In October 2018, Mr G acquired a used car financed by a hire purchase agreement from SMF. The cash price of ... (5 pages)View decision -
Decision Reference DRN-5746176
9 Jan 2026 Barclays Bank UK PLC UpheldInvestmentsDRN-5746176 The complaint Mrs L complains about Barclays Bank UK PLC (Barclays). She says Barclays delayed the transfer of money from her stocks and shares Individual Savings Account (ISA) to a cash ISA. Mrs L said Barclays gave her misinformation on many occasions and there was a catal... (4 pages)View decision -
Decision Reference DRN-6001038
9 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6001038 The complaint Miss S is unhappy with how Capital One (Europe) plc, trading as Capital One have reported her two credit card accounts to the credit reference agencies (CRAs) when she was unwell. Miss S says, given her circumstances, Capital One have not treated her fairly. W... (4 pages)View decision -
Decision Reference DRN-6057467
9 Jan 2026 Blantyre Credit Union Limited Not upheldBanking and PaymentsDRN-6057467 The complaint Mr Y complains that Blantyre Credit Union Limited will not let him close his account online. The credit union trades as Thistle Credit Union, and I’ll refer to it as “TCU”. What happened Mr Y had an account with TCU. It had a very small balance, and Mr Y told T... (2 pages)View decision -
Decision Reference DRN-5955079
9 Jan 2026 Hubener Versicherungs AG UpheldInsuranceDRN-5955079 The complaint Mr S complains that Hubener Versicherungs AG has unfairly declined to cover a claim for damage following water ingress. What happened Mr S is a commercial customer who, via his broker, took out a policy with Hubener to insure his commercial property on 26 June ... (3 pages)View decision -
Decision Reference DRN-6055033
9 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6055033 The complaint Mr S complains that Lendable Ltd was irresponsible in its lending to him. He wants a refund of all interest and charges paid on the loans along with statutory interest and for any adverse information to be removed from his credit file. What happened Mr S was pr... (5 pages)View decision