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-5857187
8 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5857187 The complaint Miss M complains that Zopa Bank Limited (“Zopa”) lent to her irresponsibly and that the loans were unaffordable. She further says that she has combined ADHD and mental health issues which leave her financially vulnerable. What happened In October 2023 Miss M ap... (4 pages)View decision -
Decision Reference DRN-6015841
8 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-6015841 The complaint Mr and Mrs M complain about how esure Insurance Limited (“esure”) dealt with a claim they made on their home insurance policy. esure is the underwriter of this policy, i.e. the insurer. Throughout the claim Mrs M was dealing with other companies who act as esu... (3 pages)View decision -
Decision Reference DRN-6063032
8 Jan 2026 Black Horse Limited UpheldConsumer CreditDRN-6063032 The complaint Mr J complains about a car supplied under a hire purchase agreement, provided by Black Horse Limited trading as Jaguar Financial Services (‘JFS’). What happened Around April 2023 Mr J acquired a new electric car under a hire purchase agreement with JFS. The ca... (6 pages)View decision -
Decision Reference DRN-6004760
8 Jan 2026 Next Retail Limited Not upheldConsumer CreditDRN-6004760 The complaint Mr H complains about a missed payment marker recorded on his credit file by Next Retail Limited trading as Next Online (‘NextPay’) What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in... (2 pages)View decision -
Decision Reference DRN-5940593
8 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5940593 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited hasn’t paid him the refund he was due following a change to his motor insurance policy. What happened Mr P removed a car from his policy, and he contacted Admiral to discuss the refund he was due. He to... (3 pages)View decision -
Decision Reference DRN-5855955
8 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5855955 The complaint Mr R’s complaint is about a claim he made on his Admiral Insurance (Gibraltar) Limited (‘Admiral’) tools and materials insurance policy, which Admiral declined. Mr R says Admiral treated him unfairly and wants them to pay his claim and compensate him for the lo... (3 pages)View decision -
Decision Reference DRN-5862917
8 Jan 2026 ARBUTHNOT LATHAM & CO., LIMITED Not upheldBanking and PaymentsDRN-5862917 The complaint A company I’ll refer to as E complains Arbuthnot Latham and Co., Ltd have unreasonably declined to reimburse them for funds they feel they were scammed out of. They’d like the funds returned to them. What happened The background to this complaint is well known ... (2 pages)View decision -
Decision Reference DRN-5994471
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5994471 The complaint Mr D has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY “NatWest” declined his claim for money back in relation to a large stove he bought using credit it provided. Mr D’s credit card provider was originally a different bank, but NatWest is n... (4 pages)View decision -
Decision Reference DRN-5680638
8 Jan 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-5680638 The complaint A company, which I’ll refer to as L, complains that ClearBank Limited has declined to reimburse payments which were made as part of a scam. Mr H, a director of L, has brought the complaint on L’s behalf. For ease of reference, I’ll refer to Mr H throughout my ... (4 pages)View decision -
Decision Reference DRN-5891453
8 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-5891453 The complaint Miss O complains that Inter Partner Assistance SA declined a claim she made in relation to her young child who was named on the policy. What happened Miss O claimed on her policy because her young son became unwell with Covid-19. The claim was declined because ... (3 pages)View decision