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-6107689
27 Jan 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6107689 The complaint Miss H’s complaint is, in essence, that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cr... (17 pages)View decision -
Decision Reference DRN-6108716
27 Jan 2026 Allianz Insurance Plc UpheldInsuranceDRN-6108716 The complaint Mr H and Mrs H complain about Allianz Insurance Plc’s handling of their buildings insurance claim. All references to Allianz also include its appointed agents. What happened What my decision considers Allianz provided a final response letter to a previous compl... (7 pages)View decision -
Decision Reference DRN-6068678
27 Jan 2026 Society of Lloyd's Not upheldInsuranceDRN-6068678 The complaint Mr W complains that Society of Lloyd's (‘Lloyd's’) unfairly declined a claim he made on his landlord insurance policy. What happened Mr W owns a residential property he rents out which is insured through a policy underwritten by Lloyd’s. In, January ... (3 pages)View decision -
Decision Reference DRN-6054127
27 Jan 2026 Wessex Investment Management Limited UpheldPensions and AnnuitiesDRN-6054127 The complaint Mrs P complains that she had been paying Wessex Investment Management Limited (‘WIML’) to provide her with ongoing financial advice since 2013 and that she had not received any review service in that time. She explained that paying for a service that she didn’t... (4 pages)View decision -
Decision Reference DRN-5824621
27 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5824621 The complaint Mrs H is unhappy that Monzo Bank Ltd (Monzo) won’t refund payments she made from her account which she later discovered were part of a cryptocurrency based, investment scam. What happened In early 2022, Mrs H made three payments from her Monzo account to a new... (4 pages)View decision -
Decision Reference DRN-5794313
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5794313 The complaint Ms D is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Ms D is professionally represented, however, for ease I have only referred to Ms D in this decision. What happened The detailed background to this complaint is well known to both parti... (4 pages)View decision -
Decision Reference DRN-5890440
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5890440 The complaint Mr F complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened In December 2024, Mr F signed up to what he believed to be a legitimate online casino, which I’ll refer to... (4 pages)View decision -
Decision Reference DRN-5923725
27 Jan 2026 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5923725 The complaint Mr S has complained that his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’), agreed to deal with a third-party claim in relation to an accident he says he wasn’t involved in. What happened In February 2024, a third party made a claim again... (4 pages)View decision -
Decision Reference DRN-5882950
27 Jan 2026 Saffron Building Society Not upheldBanking and PaymentsDRN-5882950 The complaint Mrs B is unhappy with Saffron Building Society. Mrs B found out when she went to move her ISA that an old account was still showing on her records. This account said it had £2,137.10 still in it. Mrs B said she assumed the money was hers. When she asked for th... (3 pages)View decision -
Decision Reference DRN-6053113
27 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6053113 The complaint Miss P is unhappy with how Zopa Bank Limited (ZBL) treated her when she was suffering from financial and health difficulties. What happened In February 2024, Miss P acquired a used vehicle through a hire purchase agreement with ZBL. The cash price of the vehic... (3 pages)View decision