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 388057 results
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Decision Reference DRN-5971982
9 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5971982 The complaint Mrs T and Mrs K, trading as an enterprise I will refer to as B, complain about the settlement of their business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made in relation to losses caused by the COVID-19 pandemic. What happ... (4 pages)View decision -
Decision Reference DRN-5996565
9 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5996565 The complaint Mrs P complains that Shop Direct Finance Company Limited (trading as Very) has unfairly refused to refund the cost of an item which she returned. What happened In late 2024, Mrs P bought an electronic device which Very financed through a credit agreement. Mrs P... (2 pages)View decision -
Decision Reference DRN-6067642
9 Jan 2026 Aldermore Bank Plc UpheldMortgagesDRN-6067642 The complaint Mr K and Ms D complain about the way Aldermore Bank Plc (Aldermore) has handled their mortgage. What happened Mr K and Ms D took out a mortgage with Aldermore on 20 May 2019. The mortgage was redeemed in June 2025. Mr K and Ms D have raised numerous issues with... (13 pages)View decision -
Decision Reference DRN-6052957
9 Jan 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6052957 The complaint Mr H complains about the manner in which Advantage Insurance Company Limited handled a claim on his motor insurance policy. Mr H's policy is branded in the name of the insurance intermediary which administers it on Advantage’s behalf. But as Advantage is t... (4 pages)View decision -
Decision Reference DRN-5940875
9 Jan 2026 VIVA WALLET.COM LTD Not upheldBanking and PaymentsDRN-5940875 The complaint A company, which I’ll refer to as W, complains about the way VIVA WALLET.COM LTD handled several chargebacks. W also complains Viva breached data protection laws through an incomplete response to a request for data and that Viva hasn’t complied with the regulat... (3 pages)View decision -
Decision Reference DRN-6002615
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6002615 The complaint Mr H complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr H met an individual I will refer to as ‘T’. T explained that he had an investment opportunity in a company he was building. The company was focusing on recy... (3 pages)View decision -
Decision Reference DRN-5833083
9 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5833083 The complaint AutoMoney Limited, trading as AutoMoney Car Finance (‘AutoMoney’) provided Mr K with a hire purchase agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it sustainably. What happened In June 2022, Mr K was a... (2 pages)View decision -
Decision Reference DRN-6067336
9 Jan 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6067336 The complaint 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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (9 pages)View decision -
Decision Reference DRN-5995475
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5995475 Complaint Miss C has complained that Barclays Bank UK PLC (trading as “Barclaycard”) irresponsibly provided a credit card to her. She says that she already had significant debts and that being provided with this card caused her difficulty going forward. Background Barclayc... (6 pages)View decision -
Decision Reference DRN-6033344
9 Jan 2026 RAC Insurance Limited Not upheldInsuranceDRN-6033344 The complaint Mr G complains that RAC Insurance Limited (“RAC”) mishandled a claim on a breakdown insurance policy. What happened In about 1999 a specialist sports car-maker made a sports car. In about 2016, Mr G acquired that car. For the year from early September 2024, ... (4 pages)View decision