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 391431 results
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Decision Reference DRN-5984448
29 Jan 2026 Seven Investment Management LLP UpheldInvestmentsDRN-5984448 The complaint Mrs C and Mr B, as trustees of the T Trust, complain that Seven Investment Management LLP (“SIM”) caused delay of an in-specie transfer of an investment bond from SIM to a new provider. This led to costs being incurred as a result of chasing the process and a d... (3 pages)View decision -
Decision Reference DRN-5982776
29 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5982776 The complaint Mr G has complained that Hutchison 3G UK Limited trading as Three (Three) defaulted and terminated his agreement. What happened In November 2024, Mr G entered into a Fixed Sum Loan Agreement with Three for the supply of a new device. The amount of credit under... (4 pages)View decision -
Decision Reference DRN-6093597
29 Jan 2026 Millennium Insurance Company Limited UpheldInsuranceDRN-6093597 The complaint Miss P complains that Millennium Insurance Company Limited (‘Millennium’) failed to collect the premiums for her private medical insurance policy. All references to Millennium include the agents appointed to administer the policy on its behalf. What happened Mi... (3 pages)View decision -
Decision Reference DRN-6074056
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6074056 Complaint Miss B has complained about a loan Creation Consumer Finance Limited (“Creation”) provided to her. She says that the loan was unaffordable given her circumstances at the time and proportionate checks would have shown this to be the case. Background Creation provid... (4 pages)View decision -
Decision Reference DRN-5927670
28 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5927670 The complaint Mr K complains that a hire purchase agreement with AutoMoney Limited, under which a car was supplied to him, was provided to him irresponsibly and was unaffordable. What happened Mr K applied to AutoMoney in June 2024 for credit to pay for a car to be supplied ... (3 pages)View decision -
Decision Reference DRN-5925072
28 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5925072 The complaint Mr C complains that a loan that was made to him by Barclays Bank UK PLC was unaffordable and that it lent to him irresponsibly. What happened Mr C applied to Barclays Bank for a home improvement loan in July 2024. His application was accepted and it lent him £3... (3 pages)View decision -
Decision Reference DRN-5921414
28 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5921414 The complaint Mrs V complains about Great Lakes Insurance UK Limited’s settlement of her travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs V had an annual travel insurance policy insured by Great Lakes. The day ... (5 pages)View decision -
Decision Reference DRN-5854615
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854615 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)... (9 pages)View decision -
Decision Reference DRN-6113675
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6113675 THE COMPLAINT Mr C complains that Lloyds Bank PLC (“Lloyds”) will not reimburse him money he says he lost when he fell victim to a scam. Mr C is represented in this matter. However, where appropriate, I will refer to Mr C solely in this decision for ease of reading. WHAT H... (4 pages)View decision -
Decision Reference DRN-6113591
28 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6113591 The complaint Mrs A and Mr R complain First Holiday Finance Ltd (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 them under Section 140A of the CCA. Mrs A and ... (13 pages)View decision