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-5915383
7 Jan 2026 TSB Bank plc UpheldMortgagesDRN-5915383 The complaint Ms T complains that TSB Bank plc applied a refund of service charges to her mortgage unfairly, resulting in her mortgage being repaid. What happened Ms T had a mortgage with TSB. In 2023, Ms T made a complaint that TSB had unfairly paid over £9,000 in disputed ... (3 pages)View decision -
Decision Reference DRN-5893037
7 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5893037 The complaint Miss L has complained about how Monzo Bank Ltd (Monzo) handled a refund claim she made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary in my findings below. What I’ve decided – and why I’ve ... (3 pages)View decision -
Decision Reference DRN-5816112
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5816112 The complaint Mrs B’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) decidin... (10 pages)View decision -
Decision Reference DRN-6057918
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6057918 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 197... (12 pages)View decision -
Decision Reference DRN-6031899
7 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6031899 The complaint Mr W complains about the service he received from Lloyds Bank PLC (“Lloyds”) when it blocked a payment to a tradesperson on multiple occasions and wrongly closed his complaint down without notifying him. What happened On 2 June 2025 Mr W attempted to make a fas... (3 pages)View decision -
Decision Reference DRN-5890779
7 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5890779 The complaint Mr F and Mrs R complain Aviva Insurance Limited (Aviva) has declined the claim they made under their home insurance policy. As Mrs R has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The circumstances of this compl... (3 pages)View decision -
Decision Reference DRN-5997798
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5997798 The complaint Mr P and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding aga... (12 pages)View decision -
Decision Reference DRN-6043741
7 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6043741 The complaint Mr P complains on behalf of T about the service received from Metro Bank PLC (“Metro”) in relation to its due diligence checks. In particular, Mr P is unhappy that despite visiting a store to comply with a letter he’d received, a stop was applied to T’s account... (3 pages)View decision -
Decision Reference DRN-6013795
7 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6013795 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) closed his account earlier than within the notice period he’d been given which resulted in a default unfairly being added to his credit report. What happened Monzo sent Mr J a notification on 3 May 2025 advising that it ... (4 pages)View decision -
Decision Reference DRN-5904288
7 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5904288 The complaint Mr and Mrs S are unhappy that AXA Insurance UK Plc (“AXA”) declined their claim for subsidence under their home insurance policy. What happened Mr and Mrs S made a claim to AXA when they noticed “movement” in their conservatory. They said, “there are external c... (3 pages)View decision