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-5925085
27 Jan 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-5925085 The complaint Mrs Y complains about how Northern Bank Limited trading as Danske Bank dealt with setting up two Standing Orders. What happened Mrs Y wanted to set up a Standing Order (SO) for each of her two grandchildren’s accounts held with a bank I will call “H”. She atten... (2 pages)View decision -
Decision Reference DRN-5780094
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5780094 The complaint Mr and Mrs B’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)... (8 pages)View decision -
Decision Reference DRN-6082958
27 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6082958 The complaint Ms R complains about a claim she made to CREATION CONSUMER FINANCE LIMITED trading as Creation (‘Creation’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolv... (5 pages)View decision -
Decision Reference DRN-6107036
27 Jan 2026 Hiscox Underwriting Limited Not upheldInsuranceDRN-6107036 The complaint Mr D, trading as D, has complained about Hiscox Insurance Company Limited’s refusal of a claim for business interruption under its business insurance policy. Mr D is represented in this complaint but for ease I will refer to Mr D throughout this decision. What... (2 pages)View decision -
Decision Reference DRN-5871706
27 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-5871706 The complaint Mr E complains about the response of Aviva Insurance Limited (‘Aviva’) following a claim he made on his home emergency insurance policy. Any reference to Aviva as the underwriters (insurers) of this policy includes the actions of any agents acting on their beha... (3 pages)View decision -
Decision Reference DRN-6108234
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6108234 The complaint Mrs F complains that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and failing to disclose a payment of commission. Background to the complain... (4 pages)View decision -
Decision Reference DRN-5986087
27 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5986087 The complaint Mr S complains that Starling Bank Limited declined his application for a business bank account. What happened Mr S is a sole trader. In August 2025, he applied for a sole trader account with Starling Bank. But Starling declined the application. Mr S wants to kn... (2 pages)View decision -
Decision Reference DRN-5821202
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5821202 The complaint Mrs C and Mr C’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 (... (13 pages)View decision -
Decision Reference DRN-5742935
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5742935 The complaint Mrs E complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (2 pages)View decision -
Decision Reference DRN-5904893
27 Jan 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-5904893 The complaint Mr and Mrs T complain about problems applying for a new interest rate product on their mortgage with Clydesdale Bank Plc trading as Yorkshire Bank. What happened Mr and Mrs T have a mortgage with Yorkshire. Their previous interest rate was due to expire on 30 J... (4 pages)View decision