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-6115950
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6115950 The complaint Mr and Mrs C’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)... (10 pages)View decision -
Decision Reference DRN-6105744
29 Jan 2026 Fairscore Ltd UpheldConsumer CreditDRN-6105744 The complaint Mr K says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr K took out two loans from Updraft. The first, on 14 August 2023, was for £8,000 over 25 months with monthly repayments of £435.33. The second, on 17 April 2024, was for £17... (3 pages)View decision -
Decision Reference DRN-5890098
29 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5890098 The complaint Miss S and Mr S complain that National House-Building Council (NHBC) unfairly declined a claim they made on their buildings warranty. For ease of reading, throughout the decision, I’ll only refer to Miss S throughout the decision. What happened Miss S has a bui... (2 pages)View decision -
Decision Reference DRN-5843830
29 Jan 2026 Covea Insurance plc Not upheldInsuranceDRN-5843830 The complaint Ms B complains about the way Covea Insurance plc (‘Covea’) handled a subsidence claim she made on her property insurance policy. What happened Ms B owns a residential property which was insured with Covea. She contacted them in March 2021 to report her concern... (3 pages)View decision -
Decision Reference DRN-6115846
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6115846 The complaint Mr M complains that National Westminster Bank PLC was irresponsible in its lending to him. What happened Mr M was provided with a loan by NatWest on 16 March 2023. The amount of credit was £20,950, repayable over 123 months at an interest rate of 6.4% APR with ... (4 pages)View decision -
Decision Reference DRN-6045054
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6045054 The complaint Mr G has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5789129
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5789129 The complaint Miss K complains Lloyds Bank PLC unfairly closed her account and treated her poorly. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss K held a Ll... (3 pages)View decision -
Decision Reference DRN-6014110
29 Jan 2026 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-6014110 The complaint Mrs W has complained about the advice she received from Ascot Lloyd Limited (‘Ascot’) to transfer a defined-benefit (‘DB’) occupational pension to a personal pension. Mrs W has a professional representative in this complaint, but for simplicity I’ll refer only... (6 pages)View decision -
Decision Reference DRN-6054924
29 Jan 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6054924 The complaint Mrs T’s complained that Royal London Mutual Insurance Society Limited (“RL”) declined her critical illness claim because they said it wasn’t a condition covered by the policy she bought in 2016. What happened In 2016, Mrs T bought a decreasing term life and cri... (3 pages)View decision -
Decision Reference DRN-6035795
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6035795 The complaint Mr T’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying... (11 pages)View decision