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 388057 results
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Decision Reference DRN-5900504
12 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-5900504 The complaint Mr B complains AXA Insurance UK Plc (“AXA”) hasn’t settled his claim on his property insurance policy fairly. He also says it provided poor service which caused him distress and inconvenience. All references to AXA include its agents. What happened Mr B took ou... (5 pages)View decision -
Decision Reference DRN-5733232
12 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5733232 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of his motor insurance claim. What happened The circumstances of this case are well known to both parties, but in summary Mr P has a motor insurance policy, underwritten by Admiral. Mr P noti... (3 pages)View decision -
Decision Reference DRN-5949804
12 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5949804 The complaint Ms L is unhappy that Santander UK PLC won’t reimburse her fully after she was the victim of a scam. What happened In 2021, Ms L was actively looking to invest. She said she became aware of an investment opportunity with a business (which I shall call ‘H’) as h... (3 pages)View decision -
Decision Reference DRN-6005539
12 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6005539 The complaint Mr B complains about the time it took Moneybarn No.1 Limited (“Moneybarn”) to unwind a conditional sale agreement he took out with them to acquire a car. What happened In October 2024, Mr B acquired a used car using a conditional sale agreement with Moneybarn.... (4 pages)View decision -
Decision Reference DRN-5823448
12 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5823448 The complaint Mr O says Lloyds Bank PLC should refund more of the money he lost as the result of a scam. Mr O used a representative to bring his complaint to this service. For ease of reading I will refer solely to Mr O in this decision. What happened As both parties are awa... (3 pages)View decision -
Decision Reference DRN-5845008
12 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5845008 The complaint and background Miss E complains that Starling Bank Limited (“Starling”) won’t reimburse her for a card payment made in April 2022 to a company (“M”) that she now believes to have been fraudulent. The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-5940391
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5940391 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-6067586
12 Jan 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-6067586 The complaint P, a limited company, complains that Zempler Bank Limited failed to refund some money via a chargeback request. P is represented by its director, Mr C. What happened On 18 October 2024, P made a payment of £3,000 to a travel retailer; I’ll call the retailer “... (4 pages)View decision -
Decision Reference DRN-6070803
12 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6070803 The complaint Mr G complains about a claim he made to Monzo Bank Ltd (‘Monzo’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. Mr G b... (4 pages)View decision -
Decision Reference DRN-6072127
12 Jan 2026 Phoenix Life Limited Not upheldInsuranceDRN-6072127 The complaint Mr L – represented by an attorney appointed to act on his behalf, who I will refer to for ease as Mr A – is unhappy, in summary, as he doesn’t think Phoenix Life Limited (‘Phoenix Life’) has correctly administered the reviewable whole of life policy that’s held... (8 pages)View decision