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-5779269
20 Jan 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5779269 The complaint Mr B complains that Kroo Bank Ltd won’t refund the full amount of money he 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-6052773
20 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6052773 The complaint Mr S complains that MONEYBARN NO.1 LIMITED trading as Moneybarn didn’t provide adequate support when he was recalled to prison. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some... (3 pages)View decision -
Decision Reference DRN-5924526
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5924526 The complaint Mrs V 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-5833830
20 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5833830 The complaint Mr S complains about the settlement offered by Domestic & General Insurance Plc (‘D&G’) following a claim he made on an appliance insurance policy. Any reference to D&G as the underwriters (insurers) of this policy includes the actions of any agents... (3 pages)View decision -
Decision Reference DRN-5762608
20 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5762608 The complaint Miss J complains that PDL Finance Limited trading as Mr Lender approved a loan for her she could not afford to repay. What happened Miss J took one loan from Mr Lender in April 2025. The repayments varied over six months, the highest amount being just under £75... (2 pages)View decision -
Decision Reference DRN-4763898
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4763898 The complaint Mrs V and Mr V’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 (... (11 pages)View decision -
Decision Reference DRN-5818040
20 Jan 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5818040 The complaint Mrs W complains Shawbrook Bank Limited made an error when she was attempting to transfer her ISA to another provider. She wants compensation for loss of interest and for distress and inconvenience. What happened Mrs W had an ISA with Shawbrook Bank which she wa... (2 pages)View decision -
Decision Reference DRN-5941125
20 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5941125 The complaint Mr B complains about how Watford Insurance Company Europe Limited (‘Watford’) handled a claim and decided liability under his car insurance policy. When I mention Watford I also mean the companies working on its behalf. What happened Mr B had a car insurance po... (3 pages)View decision -
Decision Reference DRN-5921098
20 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921098 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr W was approved for a Barclaycard credit card in December 2024, with a £9,100 credit limit. Mr W says this was irresponsibly lent to him, and he made a co... (2 pages)View decision -
Decision Reference DRN-5907963
20 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5907963 The complaint Mr N has complained that TSB Bank plc unfairly closed his current account. What happened Mr N applied to TSB for an account and overdraft facility on 27 March 2025. But, on 1 April 2025, it decided not to proceed. It then sent Mr N a letter, but this didn’t giv... (2 pages)View decision