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-6103629
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6103629 The complaint Mr E complains that Lloyds Bank PLC failed to properly pursue a chargeback. What happened On 27 September 2024 Mr E purchased an online course at a cost of £4,200. He says he never received anything from the merchant and he believes it was a scam. He contacted ... (3 pages)View decision -
Decision Reference DRN-5871464
28 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-5871464 The complaint Mr C has complained about how Santander UK Plc has treated him when his interest only mortgage term ended. He said Santander was too aggressive in its demands for the mortgage to be repaid and hadn’t taken into account his efforts to resolve the position. Mr C ... (3 pages)View decision -
Decision Reference DRN-5971457
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5971457 The complaint Mr K complains AXA Insurance UK Plc hasn’t settled a claim against his residential landlord insurance policy fairly. What happened The details of this complaint are well-known to be parties, so I won’t repeat them here. Instead, I will focus on the reasons for... (2 pages)View decision -
Decision Reference DRN-5967183
28 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5967183 The complaint Mr B has complained that Nationwide Building Society (“Nationwide”) mis-sold him a fee- paying Flex Plus packaged account. Mr B has also complained that Nationwide didn’t look into his complaint for a long time after he first raised his concerns with Nationwid... (5 pages)View decision -
Decision Reference DRN-6024907
28 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6024907 The complaint Miss T complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted unfairly by agreeing to open a revolving credit facility and to subsequent credit limit increases that she said was unaffordable. What happened Around May 2019 Miss T applied... (5 pages)View decision -
Decision Reference DRN-6111916
28 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6111916 The complaint Mr N has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t pay his claim in full after his car was stolen. What happened I issued a provisional decision regarding this complaint earlier this month where I said I was n... (4 pages)View decision -
Decision Reference DRN-5974035
28 Jan 2026 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-5974035 The complaint Mr D complains that Evelyn Partners Investment Management Services Limited trading as Bestinvest by Evelyn Partners (Evelyn) failed to provide him with clear information about the charges that applied to his Self-Invested Personal Pension (SIPP) before he opene... (5 pages)View decision -
Decision Reference DRN-5868089
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5868089 The complaint Mrs L and Mr 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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (14 pages)View decision -
Decision Reference DRN-6039350
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6039350 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)... (12 pages)View decision -
Decision Reference DRN-5849061
28 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5849061 The complaint Mr C complains that MBNA Limited are still reporting a default to the credit reference agencies (CRA’s) despite his credit card account debt having been sold to a debt purchaser, and the debt purchaser reporting the same. Mr C is being represented in bringing ... (4 pages)View decision