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-6090959
22 Jan 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6090959 The complaint Mr C is unhappy with how Zurich Insurance Company Ltd (Zurich) handled his car insurance claim. Both Mr C and Zurich have used agents to handle the claim and complaint on their behalf. But for ease of reference I shall refer to anything the agents have said or ... (6 pages)View decision -
Decision Reference DRN-6096992
22 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6096992 The complaint Mr G complains that Monzo Bank Ltd (Monzo) has recorded negative information onto his credit file in relation to an overdrawn balance on his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decisi... (5 pages)View decision -
Decision Reference DRN-6064810
22 Jan 2026 MARSHALL MOTOR GROUP LIMITED UpheldInsuranceDRN-6064810 The complaint Ms B complains that Marshall Motor Group Limited (“Marshall”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning commission. Ms B... (5 pages)View decision -
Decision Reference DRN-6087158
22 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6087158 The complaint Mr P complains that Lendable Ltd trading as Autolend wouldn’t allow him to change the car being financed, were unreasonable to change the amount to be paid each month and made it difficult to understand the way in which his account was being managed. He’s also ... (3 pages)View decision -
Decision Reference DRN-6020528
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6020528 The complaint Mr M complains that NewDay Ltd (NewDay) irresponsibly raised the credit limit on his credit card. What happened Mr M’s application for a credit card was accepted in November 2021, it was issued with an immediate Instant Spend option at account opening of £500,... (4 pages)View decision -
Decision Reference DRN-6055185
22 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6055185 The complaint Mr L complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to carry out thorough enough financial checks, before it approved a credit card account for him and subsequently increased the limit on that account. What happened Mr L says Virgin appro... (3 pages)View decision -
Decision Reference DRN-5915098
22 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5915098 The complaint Miss L complains about how Domestic & General Insurance Plc (D&G) handled a claim she made on her household warranty. What happened Miss L held a household warranty with D&G. When her washing machine broke, she made a claim. D&G accepted the cla... (2 pages)View decision -
Decision Reference DRN-5957697
22 Jan 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5957697 The complaint Mr B is unhappy that Zilch Technology Limited (Zilch) declined a transaction he was trying to make and then provided multiple different reasons for doing so. What happened In July 2025 Mr B tried to complete a transaction with a company I’ll refer to as ‘P’, u... (3 pages)View decision -
Decision Reference DRN-6057550
22 Jan 2026 Sky UK Limited Not upheldConsumer CreditDRN-6057550 The complaint Mrs D is unhappy that Sky UK Limited have reported her fixed sum loan agreement as defaulted to the credit reference agencies (CRAs), and she is unhappy with Sky’s engagement with her. What happened In October 2023 Mrs D took out a fixed-sum loan agreement wit... (3 pages)View decision -
Decision Reference DRN-5835405
22 Jan 2026 Smart Choice Financial Services Ltd Not upheldInsuranceDRN-5835405 The complaint Mrs K’s complained – in her capacity as administrator of her late husband, Mr K’s estate – that Smart Choice Financial Services Ltd mis-sold the late Mr K a life insurance policy. What happened In summer 2021, Mr K consulted Smart Choice about buying life and c... (3 pages)View decision