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-5857630
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5857630 The complaint Mr and Mrs H’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)... (12 pages)View decision -
Decision Reference DRN-6075612
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075612 The complaint Mr and Mrs T’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... (13 pages)View decision -
Decision Reference DRN-6017597
14 Jan 2026 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-6017597 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened On 9 October 2024, Mr H was supplied with a used car through a hire purchase agreement with BMF. He p... (4 pages)View decision -
Decision Reference DRN-5740705
14 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5740705 The complaint Mr P has complained because Great Lakes Insurance UK Limited declined his subsidence damage claim under his buildings insurance policy for a rental property he owns. What happened Mr P’s policy started on 7 November 2023. As part of the application process he ... (4 pages)View decision -
Decision Reference DRN-6076707
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6076707 The complaint Ms T’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 her under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-5913868
14 Jan 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5913868 The complaint Mrs F and Mr F as trustees of the J Trust have raised concerns regarding the service provided to them by St. James's Place Wealth Management Plc (“SJP”). These include – • A failure to provide the ongoing advice service paid for. • Poor customer service an... (4 pages)View decision -
Decision Reference DRN-6051054
14 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6051054 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (VM) acted irresponsibly when lending to him. What happened Around April 2024 Mr M applied for a revolving credit facility (credit card) with VM. Mr M in his application wanted to transfer a balanc... (4 pages)View decision -
Decision Reference DRN-6033357
14 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6033357 The complaint Mr J has complained that Monzo Bank Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (4 pages)View decision -
Decision Reference DRN-5865597
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5865597 The complaint Ms P complains that TSB Bank plc should have identified that she was using her current account for compulsive gambling and taken steps to protect and support her. What happened Ms P has had a bank account with TSB since 2017. She used the account mainly for ga... (2 pages)View decision -
Decision Reference DRN-5754850
14 Jan 2026 Fairmead Insurance Limited Not upheldInsuranceDRN-5754850 The complaint Mr W complains that Fairmead Insurance Limited (‘Fairmead’) overcharged him for premiums on his property insurance policy. What happened Mr W held a home insurance policy with Fairmead. He said he believed he was overcharged in the years prior to 2022. He says... (2 pages)View decision