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-6112741
28 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6112741 The complaint Mr K complains about Marshmallow Insurance Limited’s handling of a claim on his motor insurance policy. Amongst other things he said it unfairly refused him a courtesy car, undervalued his car when settling his claim and wouldn’t allow him to add another car to... (5 pages)View decision -
Decision Reference DRN-5999291
28 Jan 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-5999291 The complaint Mr F says Loans 2 Go Limited irresponsibly lent to him. What happened Mr F took out a loan for £1,000 over 18 months in September 2024 from Loans 2 Go. The monthly repayments were £195.56 and the total repayable was £3,074.52. Mr F says he had no disposable inc... (3 pages)View decision -
Decision Reference DRN-5971264
28 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5971264 The complaint Miss A is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) in relation to a claim she made on her home contents insurance policy. This decision covers Miss A’s claim for contents damaged due to an escape of water in April 202... (5 pages)View decision -
Decision Reference DRN-6059538
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6059538 The complaint Mr S complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr S is being represented by a person I’ll refer to as ‘Mr L’. What happened The background to this complaint is well known to both parties and so I’ll on... (11 pages)View decision -
Decision Reference DRN-5868179
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5868179 The complaint Mr and Mrs D’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)... (13 pages)View decision -
Decision Reference DRN-5837902
28 Jan 2026 Santander UK Plc UpheldMortgagesDRN-5837902 The complaint Mr X has complained about a mortgage he held with Santander UK Plc. What happened Mr X took this mortgage out in 2003. It appears that within a few years he had reduced the balance to nil and the account was left open in case he wanted to drawdown funds in the fut... (8 pages)View decision -
Decision Reference DRN-5590297
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5590297 The complaint Mrs T complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs T has said that in... (3 pages)View decision -
Decision Reference DRN-5811905
28 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5811905 The Complaint Mr and Mrs T’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (13 pages)View decision -
Decision Reference DRN-6095203
28 Jan 2026 Nationwide Building Society UpheldConsumer CreditDRN-6095203 Complaint Mr P has complained that Nationwide Building Society (“Nationwide”) unfairly provided him with unaffordable loans. He’s said that Nationwide continued to provide him with loans even though his indebtedness was growing and the loans were unsustainable. Background M... (7 pages)View decision -
Decision Reference DRN-5870360
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5870360 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision