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-5902623
2 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5902623 The complaint Mr and Mrs M’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-6048403
2 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6048403 The complaint Santander UK Plc (‘Santander’) provided Mr S with an overdraft of £100 in January 2020. Mr S says Santander shouldn’t have agreed to the overdraft given his financial circumstances. What happened The details of this complaint are well-known to both parties, s... (2 pages)View decision -
Decision Reference DRN-5790163
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5790163 The complaint Mr M complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-6050651
2 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6050651 The complaint Mr C complains that First Central Underwriting Limited declined his claim on his motor insurance policy following the theft of his car. He wants it to deal with his claim. What happened Mr C’s car was taken without his consent and damaged by a family member. H... (4 pages)View decision -
Decision Reference DRN-5903087
2 Jan 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5903087 The complaint Mr S complains that Scottish Widows Limited treated him unfairly when he asked to take an income withdrawal from his pension savings in August 2024. What happened Mr S holds pension savings with Scottish Widows. In August 2024 Mr S got in touch with Scottish Wi... (5 pages)View decision -
Decision Reference DRN-6025313
2 Jan 2026 BISL Limited Not upheldInsuranceDRN-6025313 The complaint Ms F complains that BISL Limited didn’t tell her that her driving licence wasn’t valid when it sold and renewed her motor insurance policies. She wants a refund of her premiums and compensation for her distress and inconvenience and the costs she has incurred. ... (2 pages)View decision -
Decision Reference DRN-5972772
2 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5972772 The complaint Miss B complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds she lost to fraud. Miss B is also unhappy that NatWest restricted her account while it carried out an investigation. What happened As the circumstances of this complaint are w... (4 pages)View decision -
Decision Reference DRN-5739877
2 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5739877 The complaint Ms R has complained that Aviva Insurance Limited has settled a third party claim against her car insurance policy as a fault claim. Ms R says she was not involved in the incident. What happened Ms R’s insurer Aviva received a claim from a third party insurer (T... (2 pages)View decision -
Decision Reference DRN-5983745
2 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5983745 The complaint Mr A has complained about Admiral Insurance (Gibraltar) Limited’s service and the amount it valued his car at following a claim on his motor insurance policy. What happened Mr A was in a car accident. He claimed on his policy. Admiral eventually deemed his car ... (4 pages)View decision -
Decision Reference DRN-6052039
2 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6052039 The complaint Miss A and Mr I complain that Marshmallow Insurance Limited (MIL) unfairly declined a claim under a motor insurance policy following an accident. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; The cir... (4 pages)View decision