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-6032410
7 Jan 2026 Saga Services Limited UpheldInsuranceDRN-6032410 The complaint Ms M complains about the way Saga Services Limited renewed her buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: • Prior to Ms M becoming the policyholder, I understand the prev... (4 pages)View decision -
Decision Reference DRN-6060968
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6060968 The complaint Mr and Mrs I’s complaint is, in essence, that Shawbrook Bank Limited, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (9 pages)View decision -
Decision Reference DRN-6021902
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6021902 The complaint Mr R complains that Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a scam. Mr R is represented in this matter, but for ease of reading I will refer to Mr R throughout this decision. What happened The background to this complaint is ... (2 pages)View decision -
Decision Reference DRN-5612035
7 Jan 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5612035 The complaint Mr W complains that Kroo Bank Ltd (Kroo Bank, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr W found th... (9 pages)View decision -
Decision Reference DRN-6055299
7 Jan 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6055299 The complaint Miss R complains that Great Lakes Insurance UK Limited (“Great Lakes”) has unfairly handled a claim made under her tenants contents insurance policy following a burglary. Any reference to Miss R or Great Lakes includes respective agents or representatives. What... (5 pages)View decision -
Decision Reference DRN-5893139
7 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5893139 The complaint Mr L is unhappy with how MBNA Limited (“MBNA”) handled a claim he made about a transaction on his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise here, which reflects my informal remit. Mr L purchas... (4 pages)View decision -
Decision Reference DRN-5913325
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5913325 The complaint Mr R complains that Barclays Bank UK PLC trading as Barclaycard unfairly defaulted his credit card account. What happened In April 2025, following receipt of a default notice, Mr R says he got in touch with Barclaycard. He says during the call he had with it t... (3 pages)View decision -
Decision Reference DRN-6004302
7 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6004302 The complaint Mr J complains that Vanquis Bank Limited unfairly reported a missed payment to his credit file relating to his credit card account. What happened In December 2024 Vanquis says it was unable to collect Mr J’s contractual monthly payment by means of a continuous ... (5 pages)View decision -
Decision Reference DRN-6060141
7 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6060141 The complaint Ms S complains that TSB Bank plc unfairly declined her application for a current account and provided her with a poor level of service. What happened Around October last year, Ms S applied for an account with TSB. Her initial application was declined and later ... (4 pages)View decision -
Decision Reference DRN-5704250
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5704250 The complaint Mr H complains, via a representative, that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr H met sc... (3 pages)View decision