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-6074056
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6074056 Complaint Miss B has complained about a loan Creation Consumer Finance Limited (“Creation”) provided to her. She says that the loan was unaffordable given her circumstances at the time and proportionate checks would have shown this to be the case. Background Creation provid... (4 pages)View decision -
Decision Reference DRN-5927670
28 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5927670 The complaint Mr K complains that a hire purchase agreement with AutoMoney Limited, under which a car was supplied to him, was provided to him irresponsibly and was unaffordable. What happened Mr K applied to AutoMoney in June 2024 for credit to pay for a car to be supplied ... (3 pages)View decision -
Decision Reference DRN-5925072
28 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5925072 The complaint Mr C complains that a loan that was made to him by Barclays Bank UK PLC was unaffordable and that it lent to him irresponsibly. What happened Mr C applied to Barclays Bank for a home improvement loan in July 2024. His application was accepted and it lent him £3... (3 pages)View decision -
Decision Reference DRN-5921414
28 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5921414 The complaint Mrs V complains about Great Lakes Insurance UK Limited’s settlement of her travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs V had an annual travel insurance policy insured by Great Lakes. The day ... (5 pages)View decision -
Decision Reference DRN-5854615
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854615 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-6113675
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6113675 THE COMPLAINT Mr C complains that Lloyds Bank PLC (“Lloyds”) will not reimburse him money he says he lost when he fell victim to a scam. Mr C is represented in this matter. However, where appropriate, I will refer to Mr C solely in this decision for ease of reading. WHAT H... (4 pages)View decision -
Decision Reference DRN-6113591
28 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6113591 The complaint Mrs A and Mr R complain First Holiday Finance Ltd (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs A and ... (13 pages)View decision -
Decision Reference DRN-6058345
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6058345 The complaint Mrs M has complained Lloyds Bank PLC won’t refund her for a cash machine withdrawal that she didn’t make. What happened Mrs M has held an account with Lloyds for many years. In June 2025 Mrs M went into her Lloyds branch. She’d recently withdrawn £1,200 from an... (3 pages)View decision -
Decision Reference DRN-6051732
28 Jan 2026 Allianz Global Corporate & Specialty SE UpheldInsuranceDRN-6051732 The complaint T complains about Allianz Global Corporate & Specialty SE’s handling of a commercial property insurance policy and claim. T is a charity. It’s been represented by a Trustee under the complaint. For simplicity I’ve referred to the Trustee’s comments and acti... (3 pages)View decision -
Decision Reference DRN-5956892
28 Jan 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5956892 The complaint R has complained Zempler Bank Limited Company won’t refund them for transactions they didn’t authorise. What happened Mr L is a director of R. R holds a business account with Zempler. I refer to both R and Mr L throughout this decision because of the nature of ... (3 pages)View decision