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-5882409
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5882409 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (13 pages)View decision -
Decision Reference DRN-5687099
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5687099 The complaint Mrs P complains that Revolut Ltd (“Revolut”) won’t refund the money she lost after she fell victim to a purchase scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs P purchased holiday flights from... (5 pages)View decision -
Decision Reference DRN-6089197
19 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6089197 The complaint Mr A complains Capquest Debt Recovery Limited trading as Erudio Student Loans Limited didn’t process his deferment application in January 2025. What happened Mr A has a student loan with Erudio. Subject to certain criteria, every year he’s able to defer making ... (2 pages)View decision -
Decision Reference DRN-5853947
19 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5853947 The complaint Mrs and Mr P complain that Liverpool Victoria Insurance Company Limited (LV) automatically renewed their travel insurance. My references to LV include its appointed agents. As Mr P has led the complaint I’ll refer to Mr P to mean both complainants unless the fa... (3 pages)View decision -
Decision Reference DRN-5822955
19 Jan 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5822955 The complaint Mrs S complains HSBC UK Bank Plc trading as First Direct irresponsibly lent to her. What happened Mrs S took out two unsecured loans from First Direct. The first, in May 2019, was for £21,500; the monthly repayments were £329.47 and the total repayable was £23... (4 pages)View decision -
Decision Reference DRN-6082163
19 Jan 2026 SOLVENDO LTD UpheldConsumer CreditDRN-6082163 The complaint Mr H complains SOLVENDO LTD trading as Bell & Company (Bell) didn’t provide the debt adjusting service he paid them for. I’m aware a representative has supported Mr H in this complaint, but for simplicity I’ll mainly refer to him in this decision. What happ... (5 pages)View decision -
Decision Reference DRN-5955845
19 Jan 2026 Sky UK Limited UpheldConsumer CreditDRN-5955845 The complaint Mr W has complained that Sky UK Limited (“Sky”) is unfairly holding him liable for a credit agreement that was taken out to buy a device. What happened The circumstances of the complaint are well known to both parties so I won’t go over everything in detail. Bu... (4 pages)View decision -
Decision Reference DRN-6032898
19 Jan 2026 National Savings and Investments UpheldBanking and PaymentsDRN-6032898 The complaint Mr B complains National Savings and Investments (NSI) allowed him to make an incorrect payment to an unknown third-party. He also complains about the service he received from NSI. What happened Mr B wanted to cash in and transfer £3,000 worth of his premium bon... (4 pages)View decision -
Decision Reference DRN-6027675
19 Jan 2026 Mortgage Advice Bureau Limited Not upheldInsuranceDRN-6027675 The complaint Mr K is unhappy with the information Mortgage Advice Bureau Limited provided to his insurer. What happened Mr K sourced three protection policies through MAB following the purchase of his home in 2020. Those policies were life, life and critical illness and inc... (3 pages)View decision -
Decision Reference DRN-6002231
19 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6002231 The complaint Mr S complains that U K Insurance Limited trading as Privilege Insurance policies (UKI) provided inconsistent and incorrect advice when enquiring about making a claim under his motor insurance policy. What happened The circumstances of this case are well known ... (3 pages)View decision