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 392389 results
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Decision Reference DRN-6116981
30 Jan 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6116981 The complaint Miss B is unhappy about how Advantage Insurance Company Limited handled and settled her home insurance claim following damage to her property. References to Advantage includes its agents. What happened The background to this complaint is well known to the parti... (7 pages)View decision -
Decision Reference DRN-5827039
30 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5827039 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-6022709
30 Jan 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6022709 The complaint Mrs L complains about the way Intact Insurance UK Limited (‘Intact’) dealt with an escape of water claim she made on her home insurance policy. What happened Mrs L raised a claim for an escape of water in July 2021. Intact accepted the claim and carried out re... (6 pages)View decision -
Decision Reference DRN-6107423
30 Jan 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6107423 The complaint Mrs W’s representative has complained, on her behalf, about how The Prudential Assurance Company Limited (Prudential) handled matters with regard to the late Mr W’s pension plan. The representative has said that Mrs W wasn’t aware that the pension existed, tha... (8 pages)View decision -
Decision Reference DRN-5895606
30 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5895606 The complaint Ms D has complained about her appliance care insurer Domestic & General Insurance Plc regarding a settlement it made to her to replace her TV. What happened Ms D took out insurance in 2019 when she bought her TV. The TV at the time cost Ms D £299. In 2025... (2 pages)View decision -
Decision Reference DRN-6117372
30 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6117372 The complaint Miss J is unhappy Nationwide Building Society (‘Nationwide’) hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. What happened The details of this case are well-known to both parties, so I don’t ne... (8 pages)View decision -
Decision Reference DRN-5846213
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5846213 The complaint Mr H complains that National Westminster Bank Public Limited Company irresponsibly lent to him. What happened Mr H was approved for a NatWest credit card with an £8,300 credit limit. Mr H says that this was irresponsibly lent to him. Mr H made a complaint to Na... (3 pages)View decision -
Decision Reference DRN-5879303
30 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5879303 The complaint Ms K complains that Lloyds Bank PLC trading as Lloyds Bank won’t reimburse her with the money she lost to a scam. Ms K initially brought her complaint to us with the assistance of a professional representative and she is now representing herself. For ease I’ll ... (7 pages)View decision -
Decision Reference DRN-6092465
30 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6092465 The complaint Miss T complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services, lent to her irresponsibly when they provided her with a personal loan. What happened In March 2022 Miss T took out a loan with Alphera for £3,740. The loan was tak... (4 pages)View decision -
Decision Reference DRN-5839645
30 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5839645 The complaint Mrs C’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision