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 130332 results
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Decision Reference DRN-6034417
2 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6034417 The complaint Mrs W is unhappy with the cash settlement offered by Admiral Insurance (Gibraltar) Limited (“Admiral”) under her escape of water claim. She was also disappointed with the service received / attitude of staff and the time taken to handle the claim. Admiral was p... (3 pages)View decision -
Decision Reference DRN-6144320
2 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6144320 The complaint Ms A complains about the service she received from Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) when it failed to carry out her replacement product instructions for her cash ISA promptly and correctly resulting in a delay in the new product being set up... (4 pages)View decision -
Decision Reference DRN-5939491
2 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5939491 The complaint Miss B complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“AFS”) wasn’t of satisfactory quality when it was supplied to her. She would like to reject the car. Miss B has... (4 pages)View decision -
Decision Reference DRN-6175876
2 Mar 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6175876 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-6189332
2 Mar 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6189332 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)... (16 pages)View decision -
Decision Reference DRN-5715430
2 Mar 2026 TSB Bank plc UpheldBanking and PaymentsDRN-5715430 The complaint Mr I complains that TSB Bank Plc is holding him liable for transactions from his credit card account which he says he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvie... (4 pages)View decision -
Decision Reference DRN-6168659
2 Mar 2026 Gain Credit LLC UpheldConsumer CreditDRN-6168659 The complaint Miss Y complains that Gain Credit LLC trading as Lending Stream lent to her when she could not afford it and approved loans for her when she still had one outstanding. What happened Miss Y took four loans and after the complaint had been referred to the Financi... (4 pages)View decision -
Decision Reference DRN-6177515
2 Mar 2026 Post Office Management Services Limited UpheldInsuranceDRN-6177515 The complaint Mr N has complained that Post Office Management Services Limited mis-advised him when he contacted it to provide an update on his health. What happened Mr N purchased the annual policy in October 2024. He had a cruise booked for July 2025 and a trip to Europe ... (2 pages)View decision -
Decision Reference DRN-6188178
2 Mar 2026 U K Insurance Limited UpheldInsuranceDRN-6188178 The complaint Mr and Mrs H complain about U K Insurance Limited’s handling of their claim under a landlord insurance policy. I understand Mr and Mrs H are joint policyholders, but most of the communication regarding the claim and complaint has been from Mrs H. So I’ll refer ... (4 pages)View decision -
Decision Reference DRN-6189039
2 Mar 2026 Mortgage Agency Services Number Two Limited UpheldMortgagesDRN-6189039 The complaint This complaint is about a mortgage Mr K held until recently with Mortgage Agency Services Number Two Limited (hereafter referred to as MAS2). The essence of the complaint is that Mr K, who lives overseas, is unhappy that MAS2 refused to send letters to him by e... (3 pages)View decision