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-6088917
19 Jan 2026 esure Insurance Limited Not upheldInsuranceDRN-6088917 The complaint Mr A complained that esure Insurance Limited (“esure”) caused a delay, and declined to cover all repairs following an accident claim, under his motor insurance policy. What happened Mr A was involved in a car accident in mid-November 2024. He contacted esure t... (5 pages)View decision -
Decision Reference DRN-5730406
19 Jan 2026 Lloyds Bank PLC UpheldConsumer CreditDRN-5730406 The complaint Miss H has complained about the way Lloyds Bank PLC administered a loan agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise, Miss H entered into a lo... (3 pages)View decision -
Decision Reference DRN-5924983
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5924983 The complaint Mr and Mrs W’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)... (16 pages)View decision -
Decision Reference DRN-5944709
19 Jan 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5944709 The complaint Mr A’s representative has complained, on his behalf, that Harbour Rock Capital Limited (Harbour Rock) gave him unsuitable advice to transfer his personal pension funds with Prudential to a self-invested person pension (SIPP) with Aegon, saying that he should ha... (7 pages)View decision -
Decision Reference DRN-6065010
19 Jan 2026 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-6065010 The complaint Mr N and Mrs M are unhappy with Liverpool Victoria Financial Services Limited trading as LV=’s decision to decline Mrs M’s claim and unwind their policy. This complaint is focused primarily on Mrs M and her disclosure at the beginning of the policy’s enrolment.... (3 pages)View decision -
Decision Reference DRN-6026724
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6026724 The complaint Ms G has complained that Barclays Bank UK PLC won’t refund the money she says she lost in a scam. What happened In summary, over the course of August and September 2023, Ms G made a number of card payments from her Barclays account to her cryptocurrency account... (3 pages)View decision -
Decision Reference DRN-5910091
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5910091 The complaint Mrs N is unhappy with Santander UK Plc. Mrs N felt let down by the customer service provided by Santander. After she rang Santander she was extremely concerned about the service provided, staff training and the safety of her account. What happened Mrs N said ... (3 pages)View decision -
Decision Reference DRN-6089115
19 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6089115 The complaint Ms W complains about a travel insurance policy that was provided by Inter Partner Assistance SA (“IPA”), and the information it gave her. What happened Ms W bought a backpacker travel insurance policy to cover her working holiday trip abroad between 24 April 2... (3 pages)View decision -
Decision Reference DRN-5943024
19 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5943024 The complaint Mr G is unhappy with the way Santander UK Plc has handled his claim for a refund for a climbing expedition. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise,... (4 pages)View decision -
Decision Reference DRN-5737122
19 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5737122 The complaint Miss M has complained about how Lendable Ltd trading as Zable handled her credit card account – in particular, the granting of a credit increase. What happened Miss M had a credit card with Zable, and had entered into an arrangement plan to repay it. But despit... (1 page)View decision