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-5922288
12 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5922288 Complaint Mrs O has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of existing credit. Background Updraft provided Mrs O with a loan for £9,20... (3 pages)View decision -
Decision Reference DRN-5931956
12 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-5931956 The complaint Mr C has complained that Motability Operations Limited (Motability) terminated his Hire Agreement and issued a sanction preventing him from applying to the scheme for two years. Mr C’s complaint has been brought to us by his representative, but for ease I will... (3 pages)View decision -
Decision Reference DRN-5829668
12 Jan 2026 One Call Insurance Services Limited Not upheldInsuranceDRN-5829668 The complaint Mrs H and Mr H complain that One Call Insurance Services Limited (One Call) cancelled their motor insurance after Mrs H accidentally cancelled the direct debit. References to One Call include other people and organisations acting on its behalf. What happened Mr... (6 pages)View decision -
Decision Reference DRN-5988733
12 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5988733 The complaint Mrs D complains abouts Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to decline the claim she made on her home insurance policy. Mrs D has been represented by Mr D during the claim and complaint process. For ease of reference, I will refer to... (4 pages)View decision -
Decision Reference DRN-6032628
12 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6032628 The complaint Mrs D has complained that Legal and General Assurance Society Limited (“L&G”) declined a critical illness claim under a decreasing term assurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for... (3 pages)View decision -
Decision Reference DRN-6069735
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6069735 The complaint Mr and Ms O’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 agains... (12 pages)View decision -
Decision Reference DRN-6069610
12 Jan 2026 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-6069610 The complaint Mr H has complained that The National Farmers' Union Mutual Insurance Society Limited has refused to pay his claim under his motor insurance policy. And about the way it was handled. What happened Mr H was involved in a collision with a third party vehicl... (4 pages)View decision -
Decision Reference DRN-6014392
12 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6014392 The complaint Mrs P’s complaint relates to problems she had with a car supplied to her by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (BMWFS) under a hire-purchase agreement. What happened The facts of this case are familiar to both sides and, ... (7 pages)View decision -
Decision Reference DRN-5807523
12 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5807523 The complaint and background Mr M complains that Barclays Bank UK PLC (“Barclays) won’t reimburse almost £6,000 he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although she found Barclays ought to have enquired about one of th... (2 pages)View decision -
Decision Reference DRN-5972955
12 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5972955 The complaint Mr M complains he missed out on interest from his Barclays Bank UK PLC savings account when he accidentally transferred money from his ISA to his saver and then transferred the money back again. This counted as a withdrawal from his saver and meant he didn’t be... (2 pages)View decision