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-6003340
20 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6003340 The complaint Miss H complains about Admiral Insurance (Gibraltar) Limited (Admiral) seeking repayment of third-party costs they incurred when dealing with a claim arising from an accident in which Miss H was involved in July 2022. Admiral refused to deal with the claim from... (3 pages)View decision -
Decision Reference DRN-6062987
20 Jan 2026 Utility Warehouse Limited Not upheldInsuranceDRN-6062987 The complaint Ms M complains that Utility Warehouse Limited (‘UWL’) mis-sold her a bill protector insurance policy. What happened Ms M held a membership with UWL, which she paid a monthly fee for. In November 2013, UWL wrote to Ms M and said it was replacing the membership w... (2 pages)View decision -
Decision Reference DRN-5846649
20 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-5846649 The complaint Mr W complains that Black Horse Limited (BHL) failed to take reasonable steps to verify his financial position before to lending to him. Mr W is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr W directly throughout m... (5 pages)View decision -
Decision Reference DRN-6061282
20 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6061282 The complaint Mr S complains that Monzo Bank Ltd did not adequately protect him when he explained that he had a gambling addiction. It then closed his account. What happened Mr S says that, in May 2025, he contacted Monzo to explain that he had a gambling problem and to seek... (2 pages)View decision -
Decision Reference DRN-6052770
20 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6052770 The complaint Mr N complains that Lloyds Bank PLC won’t reimburse him after he made payments towards an investment that he now considers to have been an Authorised Push Payment (APP) scam. Mr N is professionally represented in bringing his complaint, but for ease of reading,... (4 pages)View decision -
Decision Reference DRN-5921849
20 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921849 The complaint Mr W complains that Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) unfairly reduced his credit limit. He’d like Barclaycard to reinstate his limit and pay compensation. What happened In March 2025 Barclaycard reduced Mr W’s credit limit from £17,4... (3 pages)View decision -
Decision Reference DRN-6052771
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6052771 The complaint Mr N complains that Starling Bank Limited won’t reimburse him after he made payments towards an investment that he now considers to have been an Authorised Push Payment (APP) scam. Mr N is professionally represented in bringing his complaint, but for ease of re... (4 pages)View decision -
Decision Reference DRN-6090963
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6090963 The complaint Ms C and Mr C complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Ms C and Mr C ... (13 pages)View decision -
Decision Reference DRN-5111685
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5111685 The complaint Mrs and Mr 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)... (11 pages)View decision -
Decision Reference DRN-6091498
20 Jan 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6091498 The complaint Mr V complains that Marshmallow Insurance Limited (“Marshmallow”) responded unfairly to his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle that had first been regist... (5 pages)View decision