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-6083505
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6083505 The complaint Mr M’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5811605
29 Jan 2026 Coutts & Company Not upheldBanking and PaymentsDRN-5811605 The complaint Mr T complains that Coutts & Company unfairly blocked and closed his accounts, which led to financial problems and caused him upset. What happened The events that took place are well known to both parties and aren’t in dispute. So, I’ll only describe them ... (3 pages)View decision -
Decision Reference DRN-6104337
29 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104337 The complaint Miss J complains that Monzo Bank Ltd won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss J and her husband were interested in investing and came across an opportunity to invest in property with a company I will call ‘... (4 pages)View decision -
Decision Reference DRN-5698246
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5698246 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C wa... (3 pages)View decision -
Decision Reference DRN-5995975
29 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5995975 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited (Admiral) provided poor workmanship and defective glass when it replaced his windscreen after he made a claim on his motor insurance policy. There are several parties and representatives of Admiral involved ... (3 pages)View decision -
Decision Reference DRN-6102273
29 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6102273 The complaint Mrs B complains about the way Shop Direct Finance Company Limited trading as Very (‘Very’) handled matters when her credit account went into arrears. What happened The background to this complaint is well known to both parties so I’m not going to repeat this he... (3 pages)View decision -
Decision Reference DRN-6094369
29 Jan 2026 The Royal Bank of Scotland Plc UpheldMortgagesDRN-6094369 The complaint Ms F and Mr P complain that The Royal Bank of Scotland Plc trading as The One Account did not treat them fairly when they experienced financial difficulty. What happened In 2008, Ms F and Mr P took out a mortgage with The One Account. It was a flexible mortgage... (7 pages)View decision -
Decision Reference DRN-6114428
29 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6114428 The complaint Mr T is unhappy that American Express Services Europe Limited (“AmEx”) defaulted his account without first issuing him a valid default notice. What happened In June 2021, Mr T experienced financial difficulty and fell into arrears on his AmEx account. Mr T eng... (4 pages)View decision -
Decision Reference DRN-6096546
29 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6096546 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) provided her with a credit card and subsequent increases irresponsibly. What happened In December 2016 Miss A applied for a credit card with Vanquis. The application was approved and Miss A was initially provide... (3 pages)View decision -
Decision Reference DRN-6077886
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6077886 The complaint Mr and Mrs H’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