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-6054944
7 Jan 2026 Propensio Finance Limited UpheldConsumer CreditDRN-6054944 The complaint Miss A complains about how Propensio Finance Limited (‘PF’) responded to a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes... (6 pages)View decision -
Decision Reference DRN-6059635
7 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6059635 The complaint A complains that they weren’t given a courtesy van by AXA Insurance UK Plc during repairs following a claim. What happened A have a commercial van policy with AXA. In early December 2024, A’s van was broken into and damaged. A raised a claim. Their van was take... (3 pages)View decision -
Decision Reference DRN-5938034
7 Jan 2026 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5938034 The complaint Mrs R complains about the way The Royal London Mutual Insurance Society Limited trading as Scottish Provident (Scottish Provident) has calculated the monthly payment she’s due for a Disability Income Benefit claim she made on a mortgage assurance policy. Mrs R’... (4 pages)View decision -
Decision Reference DRN-5966710
7 Jan 2026 JN Bank UK Ltd Not upheldBanking and PaymentsDRN-5966710 The complaint Mr F has complained that he couldn’t access his online account for a loan he took out with JN Bank UK Ltd. He said he used the single-use link he was sent to set up his profile but then didn’t receive anything after that, and he couldn’t log in through JN Bank’... (3 pages)View decision -
Decision Reference DRN-5678438
7 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5678438 The complaint Mr V complains that Starling Bank Limited (Starling) won’t refund money he lost when he fell victim to a cryptocurrency investment scam. What happened Mr V was contacted by a friend, who he later realised, was being impersonated by a scammer. The scammer offer... (4 pages)View decision -
Decision Reference DRN-6054436
7 Jan 2026 The Mortgage Works (UK) Plc UpheldMortgagesDRN-6054436 The complaint L, a limited company, complains about what happened when it applied for a mortgage with The Mortgage Works (UK) Plc (“TMW”). L said things took far too long, and TMW made a number of significant mistakes, including undervaluing the property and losing documents... (9 pages)View decision -
Decision Reference DRN-6050865
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6050865 The complaint Mrs J’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... (7 pages)View decision -
Decision Reference DRN-6060031
7 Jan 2026 Investec Bank PLC UpheldBanking and PaymentsDRN-6060031 The complaint Mr W complains about the service received from Investec Bank PLC (“Investec”) when dealing with his sister’s financial affairs under a Deputyship Order. In particular, Mr W is unhappy that Investec transferred his sister’s savings account from her name into his... (5 pages)View decision -
Decision Reference DRN-5851922
7 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5851922 The complaint Ms N complains U K Insurance Limited (UKI) hasn’t settled the claim she made under her contents insurance policy. Ms N is being represented in this complaint by her husband, Mr N. What happened Ms N purchased a contents insurance policy which was provided by UK... (3 pages)View decision -
Decision Reference DRN-5769181
7 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5769181 The complaint Mrs K complains that Santander UK Plc will not reimburse the funds she lost to a scam. What happened Mrs K said the following debit card payments were made as a result of a scam. Payment Date PayeeValue 1 30 January 2025 Money remittance service £4492 30 Januar... (3 pages)View decision