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-6078738
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6078738 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5833427
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833427 The complaint Mr T complains that Monzo Bank Ltd (Monzo) didn’t provide appropriate support or intervention when he was using his Monzo bank account to gamble. What happened Mr T has a current account with Monzo. In September 2024 he told Monzo that he was struggling with ga... (4 pages)View decision -
Decision Reference DRN-6052950
21 Jan 2026 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-6052950 The complaint Mr E has complained that Somerset Bridge Insurance Services Limited didn’t follow his instructions to cancel the auto renewal of his car insurance policy. Somerset acts as the administrator for the insurer of Mr E’s policy. What happened Mr E bought a car insur... (3 pages)View decision -
Decision Reference DRN-5967820
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5967820 The complaint Mr and Mrs G’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... (14 pages)View decision -
Decision Reference DRN-6055623
21 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6055623 The complaint Miss S 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 her. What happened Miss S says Virgin approved a credit card account for her in May 2023 with... (3 pages)View decision -
Decision Reference DRN-6032942
21 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6032942 The complaint Mr M and Mrs M have complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) unfairly declined a claim under their home insurance policy. What happened Mr M and Mrs M made a claim for a lost ring. Lloyds assessed the claim and declined... (2 pages)View decision -
Decision Reference DRN-5764687
21 Jan 2026 My Finance Club Limited Not upheldConsumer CreditDRN-5764687 The complaint Miss W complains that My Finance Club Limited, trading as MyFinanceClub.com lent to her irresponsibly. What happened Miss W took one loan for £400 on 30 November 2023, repayable after 61 days. Miss W agreed to make one payment of £595.20 on 30 January 2025. In ... (2 pages)View decision -
Decision Reference DRN-5977471
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5977471 The complaint Mr M and Miss S’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-6055310
21 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6055310 The complaint Ms A has complained that Aviva Insurance Limited hasn’t fairly considered her claim for damaged food from her fridge/freezer when she made a claim under her home insurance policy. What happened Ms A made a claim to her insurer Aviva for food damage from her fri... (2 pages)View decision -
Decision Reference DRN-6056798
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6056798 The complaint Mr K complains Barclays Bank UK PLC trading as Tesco Bank recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. Notes Mr K’s account was held with Tesco who later became part of Barclays. So, in my... (4 pages)View decision