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-5954721
7 Jan 2026 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5954721 The complaint Mr F complains that Phoenix Life Limited has failed to provide him with sufficient assistance in response to his request to place the benefits arising from his Swiss Life Personal Pension Term Plus Plan into a trust. What happened Mr F holds a Swiss Life Person... (3 pages)View decision -
Decision Reference DRN-6060859
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6060859 The complaint Mr R complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr R is represent... (8 pages)View decision -
Decision Reference DRN-6055947
7 Jan 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6055947 The complaint Mr E and Ms V have complained that Zurich Insurance Company Ltd unfairly voided their home insurance policy (treated it as if it had never existed) and refused to pay their claim. What happened Mr E and Ms V bought their home in 2022 for about £4,000,000. In 20... (3 pages)View decision -
Decision Reference DRN-6060282
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6060282 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Backgroun... (11 pages)View decision -
Decision Reference DRN-6060747
7 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6060747 The complaint Miss L complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these ... (3 pages)View decision -
Decision Reference DRN-6055779
7 Jan 2026 Think Money Limited Not upheldBanking and PaymentsDRN-6055779 The complaint Mr T complains that Think Money Limited has unfairly declined to reimburse a payment he didn’t authorise. What happened In February 2024, Mr T received a call from a scammer impersonating Think Money. He recalls logging into his app to decline a payment and bei... (4 pages)View decision -
Decision Reference DRN-6042388
7 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6042388 The complaint Mrs H is unhappy with how Vanquis Bank Limited have administered her account. What happened I issued a provisional decision on this complaint on 9 December 2025, which included the following: What follows is a detailed timeline of this complaint. It’s often the... (15 pages)View decision -
Decision Reference DRN-5749753
7 Jan 2026 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5749753 The complaint Mrs M complains that Marks & Spencer Financial Services Plc (M&S) has incorrectly reported to the credit reference agencies (CRA’s) that she has missed payments on her credit card account. What happened Mrs M says she spoke to M&S on 27 March 2025;... (3 pages)View decision -
Decision Reference DRN-6060866
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6060866 The complaint Ms G’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-6060861
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6060861 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (13 pages)View decision