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 388057 results
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Decision Reference DRN-6068413
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6068413 The complaint Mr and Mrs N’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-6075493
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075493 The complaint Mr P’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-6060693
13 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-6060693 The complaint Mr V complains that Nationwide Building Society gave him incorrect information about how much an overpayment would affect the term of his mortgage. What happened In 2018, Mr V took out a mortgage with Nationwide over 35 years. The terms of the mortgage allowed ... (3 pages)View decision -
Decision Reference DRN-5593873
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5593873 The complaint A limited company, which I’ll refer to as ‘B’, complains that Lloyds Bank PLC have unfairly and unreasonably placed an objection to it being dissolved. B’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mrs W’. What happened B succ... (3 pages)View decision -
Decision Reference DRN-6074147
13 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6074147 The complaint Mr E complains about how Volkswagen Financial Services (UK) Limited (VWFS) has recorded his account with the credit reference agencies and about additional charges applied to his account. What happened In May 2018, Mr E took out a hire agreement for a vehicle w... (3 pages)View decision -
Decision Reference DRN-5720655
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5720655 The complaint A company, which I will refer to as B, complains that Lloyds Bank Plc lent to it irresponsibly and treated it unfairly during a period of financial difficulty. What happened B originally had a £15,000 overdraft with Lloyds. The overdraft limit was increased to ... (3 pages)View decision -
Decision Reference DRN-5985888
13 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5985888 The complaint Mr and Mrs K are complaining about the way U K Insurance Limited (UKI) has handled a claim they made on their buildings and contents insurance policy. Mr K has largely handled the claim and complaint on their behalf. So for this reason I’ll referred to him sole... (2 pages)View decision -
Decision Reference DRN-5183014
13 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5183014 The complaint Miss S and Mr Y’s complaint is, in essence, that First Holiday Finance 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... (11 pages)View decision -
Decision Reference DRN-5894556
13 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5894556 The complaint Mr and Mrs P are unhappy that AXA PPP Healthcare Limited declined a claim they made on their private health insurance policy. What happened Mr and Mrs P’s daughter is named on their private medical insurance policy. She claimed on the policy for investigations ... (3 pages)View decision -
Decision Reference DRN-6042735
13 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6042735 The complaint Ms H and Mr M have complained that their travel insurer, Aviva Insurance Limited (‘Aviva’), rejected a claim they made after their cruise was cancelled. What happened Ms H has a travel insurance policy through her bank account which provides cover for her and ... (3 pages)View decision