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-5834160
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5834160 The complaint Mr and Mrs M’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 -
Decision Reference DRN-6055215
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6055215 The complaint Mr N complains about a letter he received from Capital One (Europe) plc in relation to a balance on his account. What happened Mr N holds a credit card account with Capital One. On 15 October 2025 Mr N received a letter advising him that there was a balance of ... (2 pages)View decision -
Decision Reference DRN-6110635
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6110635 The complaint Mr G complains that MONEYBARN NO.1 LIMITED (Moneybarn) failed to carry out good and proper affordability checks prior to lending to him, adding that he was in a debt management plan (DMP) at the time of taking out the finance. What happened In March 2020, Mr G ... (6 pages)View decision -
Decision Reference DRN-5979209
28 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5979209 The complaint Miss B complains that Vanquis Bank Limited have irresponsibly lent to her. What happened Miss B was approved for a Vanquis credit card in April 2024, with a £1,250 credit limit. Miss B says that this was irresponsibly lent to her. Miss B made a complaint to Van... (3 pages)View decision -
Decision Reference DRN-6028792
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6028792 The complaint Mr B complains Revolut Ltd won’t refund transactions made from his account he says he didn’t authorise. What happened Mr B is disputing a series of transactions that took place on his account in January and February 2025. He reported the transactions to Revolu... (3 pages)View decision -
Decision Reference DRN-6086748
28 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6086748 The complaint Mr and Mrs W’s complaint is about a claim they made on their INTACT INSURANCE UK LIMITED (‘Intact’) legal expenses insurance policy. Mr and Mrs W say that Intact treated them unfairly. In this decision all references to Intact include their claims handlers. Wha... (3 pages)View decision -
Decision Reference DRN-6067842
28 Jan 2026 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-6067842 The complaint Miss O complains about how Somerset Bridge Insurance Services Limited trading as Go Skippy (“SBISL”) handled her request to change her car on her motor insurance policy. What happened Miss O bought a car insurance policy arranged through SBISL as a broker. She ... (3 pages)View decision -
Decision Reference DRN-6110523
28 Jan 2026 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-6110523 The complaint Mr C complains about Somerset Bridge Insurance Services Limited trading as Vavista’s service in connection with his motor insurance policy. Amongst other things he believed it failed to accurately calculate the balance owing when his policy was cancelled. He al... (3 pages)View decision -
Decision Reference DRN-6110524
28 Jan 2026 Bamboo Limited UpheldConsumer CreditDRN-6110524 The complaint Mr H complains that Bamboo Limited trading as Bamboo Loans lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In October 2025 Mr H ... (4 pages)View decision -
Decision Reference DRN-5978511
28 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5978511 The complaint With the help of a professional representative (PR), Ms R complains that Bank of Scotland plc (BoS) lent to her irresponsibly and failed to step in when she became reliant on her overdraft. For ease, I’ll mainly refer to the PR’s actions as being those of Ms R.... (4 pages)View decision