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-5868089
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5868089 The complaint Mrs L and Mr 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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (14 pages)View decision -
Decision Reference DRN-6039350
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6039350 The Complaint Mr and Mrs H’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)... (12 pages)View decision -
Decision Reference DRN-5849061
28 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5849061 The complaint Mr C complains that MBNA Limited are still reporting a default to the credit reference agencies (CRA’s) despite his credit card account debt having been sold to a debt purchaser, and the debt purchaser reporting the same. Mr C is being represented in bringing ... (4 pages)View decision -
Decision Reference DRN-5866908
28 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5866908 The complaint Mr N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr N referred his complaint to this service with the help of a professional re... (4 pages)View decision -
Decision Reference DRN-6111619
28 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6111619 The complaint Mr M has complained that Aviva Insurance Limited unreasonably refused his claim under his mobile insurance policy when it was stolen in an aggravated theft. What happened Mr M’s mobile phone policy is part of his packaged bank account which also provides other... (4 pages)View decision -
Decision Reference DRN-6106882
28 Jan 2026 FORTEGRA INSURANCE UK LTD. UpheldInsuranceDRN-6106882 The complaint Mr H has complained that a technician sent by Fortegra Insurance UK Ltd damaged his floor when carrying out a repair under a furniture warranty. What happened Mr H made a claim to Fortegra under a furniture warranty after his sofa developed a structural issue ... (2 pages)View decision -
Decision Reference DRN-5834417
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5834417 The complaint Mr H complains about the decision made by Capital One (Europe) plc (“Capital One”) to terminate a credit agreement he held with them. Mr H also complains about their communication and handling of the matter. What happened Mr H held a credit card account with C... (4 pages)View decision -
Decision Reference DRN-6056269
28 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6056269 The complaint Mr B has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under his laptop policy. References to D&G include companies acting on its behalf. What happened Mr B contacted D&G to make a claim when his laptop kept tu... (3 pages)View decision -
Decision Reference DRN-6111603
28 Jan 2026 Refundee Limited Not upheldClaims ManagementDRN-6111603 The complaint Mr L is unhappy with the service provided by Refundee Limited after it dealt with a complaint against his bank (W) about W’s decision to decline to refund Mr L money that he’d lost. What happened Mr L made payment to a third party around May 2024. Mr L contact... (2 pages)View decision -
Decision Reference DRN-6111675
28 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6111675 The complaint Master G has complained that Inter Partner Assistance SA (IPA) declined a claim he made on an annual travel insurance policy. Unusually, even though Master G is a child, he is named as the main policyholder. Therefore, the complaint has been set up in his name... (3 pages)View decision