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-5985918
5 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5985918 The complaint Mr O complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him unde... (11 pages)View decision -
Decision Reference DRN-6120951
5 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6120951 The complaint Mr B and Ms C complain about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim they made on their home insurance policy. Mr B and Ms C are joint policyholders but for ease I’ll refer to Mr B since he brought the complaint to this Serv... (4 pages)View decision -
Decision Reference DRN-5200133
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5200133 The complaint Mr and Mrs L’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)... (8 pages)View decision -
Decision Reference DRN-6077500
5 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6077500 The complaint Mr M complains that TSB Bank plc regularly dispatch his statements late and are unfairly blaming Royal Mail for this. What happened In March 2025, Mr M contacted TSB to complain that he hadn’t received his monthly statement yet. He also explained that he’d bank... (2 pages)View decision -
Decision Reference DRN-5829370
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5829370 The complaint Mr E complains that Monzo Bank Ltd (Monzo) unfairly closed his account without providing a proper explanation which led to the loss of his overdraft facility and direct debits being cancelled. Mr E is also unhappy with the service he received from Monzo. What ... (4 pages)View decision -
Decision Reference DRN-5749458
5 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5749458 The complaint Mr A complains that Wise Payments Limited failed to protect him from financial loss when he fell victim to an investment scam. In bringing this complaint Mr A is supported by a professional representative I’ll refer to as ‘R’. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-6041599
5 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6041599 The complaint Mr F complains about the administration of his Lloyds Bank PLC credit card. What happened Mr F opened a credit card with Lloyds. The credit card carried an offer: 0% interest on purchases for six months, and 0% interest on balance transfers for 29 months. A s... (2 pages)View decision -
Decision Reference DRN-6093625
5 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6093625 The complaint Ms B complains that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) unfairly declined a claim she made on her home insurance policy. What happened In September 2024, Ms B made a claim on her insurance policy with Lloyds following flooding to h... (4 pages)View decision -
Decision Reference DRN-6114852
5 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6114852 The complaint Mr L has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr L held two accounts with Starling. One was his personal current account and the other was an account which he operated a... (2 pages)View decision -
Decision Reference DRN-5879004
5 Feb 2026 Nationwide Building Society Not upheldConsumer CreditDRN-5879004 The complaint Mrs B complains that Nationwide Building Society lent to her irresponsibly. What happened In March 2023, Mrs B applied for a loan with Nationwide. Her application was accepted and the funds were drawn down; Mrs B borrowed £5,000 over 60 months. Some time late... (4 pages)View decision