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-5914107
14 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5914107 The complaint Mr P complains that Starling Bank Limited (“Starling”) won’t refund payments he says he made as part of 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, I understand it t... (6 pages)View decision -
Decision Reference DRN-6034245
14 Jan 2026 RAC Insurance Limited Not upheldInsuranceDRN-6034245 The complaint Mr S is unhappy with the way RAC Insurance Limited (RAC) dealt with a personal injury claim under his motor insurance policy following a road traffic accident. What happened Mr S took out a motor insurance policy with RAC in April 2023 following an online quot... (2 pages)View decision -
Decision Reference DRN-5847732
14 Jan 2026 Sabre Insurance Company Limited Not upheldInsuranceDRN-5847732 The complaint Mr F complains that Sabre Insurance Company Limited trading as Insure2Drive unfairly cancelled his motor insurance policy. What happened Mr F held a policy with Insure2Drive which covered him for social domestic and pleasure use (SDP). When he took another job ... (2 pages)View decision -
Decision Reference DRN-5886385
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5886385 The complaint Mr G’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (11 pages)View decision -
Decision Reference DRN-6060220
14 Jan 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6060220 The complaint Miss C and Mr S complain that First Response Finance Limited irresponsibly entered into a hire purchase agreement with them. They say this resulted in the relationship between the parties being unfair. Miss C and Mr S are supported in bringing this complaint b... (5 pages)View decision -
Decision Reference DRN-6055164
14 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6055164 The complaint Mrs H complains Tesco Underwriting Limited (Tesco) declined the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mrs H held a home insurance polic... (3 pages)View decision -
Decision Reference DRN-6077970
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6077970 The complaint Mr S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-5804281
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5804281 The complaint Mr C complains about Monzo Bank Ltd and how it handled a payment review and the subsequent closure of his account. What happened Mr C had an account with Monzo. He has several accounts elsewhere too. Mr C says he tried to make a £5,000 payment from his account ... (2 pages)View decision -
Decision Reference DRN-5926804
14 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5926804 The complaint Mrs N has complained about how Nationwide Building Society (Nationwide) handled her refund claim. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided –... (3 pages)View decision -
Decision Reference DRN-5737342
14 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-5737342 The complaint Ms E and Mr E complain about the repairs First Central Underwriting Limited (First Central) carried out on their car following a claim on their motor insurance policy. The complaint has been bought by both Ms E and Mr E, but because Ms E is the policyholder an... (4 pages)View decision