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-6039130
9 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6039130 The complaint Mrs G says Barclays Bank UK PLC irresponsibly lent to her. What happened Mrs G took out a loan for £10,000 over 48 months from Barclays in November 2024. The monthly repayments were £271.01. She then refinanced that loan in March 2025 with a second loan for £21... (3 pages)View decision -
Decision Reference DRN-6104304
9 Feb 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6104304 The complaint Mrs A is unhappy with what Accredited Insurance (Europe) Ltd did after she made a claim on her legal expenses insurance policy. What happened In March 2025 Mrs A sought assistance from her legal expenses policy as she said her neighbour’s builder had caused dam... (3 pages)View decision -
Decision Reference DRN-5745990
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5745990 The complaint Miss D complains that Santander UK Plc (“Santander”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties and has been laid out in detail by our Investigator in their vie... (3 pages)View decision -
Decision Reference DRN-5852890
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5852890 The complaint Mr C and Mrs C 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)... (11 pages)View decision -
Decision Reference DRN-5764231
9 Feb 2026 Monzo Bank Ltd UpheldConsumer CreditDRN-5764231 The complaint Mr L complains about several issues he says he’s experienced with Monzo Bank Ltd. What happened Mr L is unhappy with the level of service he’s been provided by Monzo; he considers Monzo to have ignored his communication preferences, for it to have little regar... (3 pages)View decision -
Decision Reference DRN-5919418
9 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5919418 The complaint Mr W complains that Lloyds Bank PLC won’t reimburse him after he made payments towards an investment that he now considers to have been a scam. Mr W is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions a... (5 pages)View decision -
Decision Reference DRN-6100822
9 Feb 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6100822 The complaint Mr R complains that solicitors appointed by Tesco Underwriting Limited haven’t recovered his uninsured losses following a claim made on his motor insurance policy. What happened Mr R said his car was side-swiped by another vehicle on a motorway, but the other ... (3 pages)View decision -
Decision Reference DRN-6121463
9 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6121463 The complaint Miss I and Mr O complain that Aviva Insurance Limited (“Aviva”) has unfairly handled a claim made under their contents insurance policy. Any reference to Miss I, Mr O, or Aviva includes respective agents or representatives. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-6114649
9 Feb 2026 Yorkshire Building Society Not upheldMortgagesDRN-6114649 The complaint Ms H and Mrs B complain that Yorkshire Building Society (YBS) gave them incorrect information about the redemption of their mortgage and that it provided them with poor customer service. What happened Ms H and Mrs B had a mortgage with YBS which they wanted to ... (2 pages)View decision -
Decision Reference DRN-6079581
9 Feb 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6079581 The complaint Mr H complains that St. James’s Place Wealth Management plc provided an incorrect value to him when he authorised a one-off payment from his pension. What happened Mr H had a personal pension with SJP. In March 2025 he contacted SJP and informed it that he want... (4 pages)View decision