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 401363 results
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Decision Reference DRN-6204553
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6204553 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happ... (8 pages)View decision -
Decision Reference DRN-6137294
12 Mar 2026 Bamboo Limited Not upheldConsumer CreditDRN-6137294 The complaint Mr B complains about the way Bamboo Limited is reporting his loan account to credit reference agencies (CRAs). What happened Bamboo provided Mr B with a personal loan in October 2025. The loan was for £8,000 and it was due to be repaid through 59 monthly insta... (3 pages)View decision -
Decision Reference DRN-6156321
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6156321 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse him after he fell victim to an investment scam. Mr H is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being ma... (4 pages)View decision -
Decision Reference DRN-5927583
12 Mar 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5927583 The complaint Miss L complains about the way Zurich Insurance Company Ltd (‘Zurich’) handled an escape of water claim she made under a buildings insurance policy. What happened Miss L owns a flat insured under a block buildings insurance policy underwritten by Zurich. She r... (3 pages)View decision -
Decision Reference DRN-5890775
12 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5890775 The complaint Mr P complains that American Express Services Europe Limited closed his account and reported a late payment marker on his credit file. What happened Mr P held a Preferred Rewards Gold card. In May 2025 he decided to change the card to a card for which there was... (3 pages)View decision -
Decision Reference DRN-6131783
12 Mar 2026 Euler Hermes SA/NV Not upheldInsuranceDRN-6131783 The complaint J, a company, complains about a claim it made on its Euler Hermes SA/NV trading as Allianz Trade (‘Allianz’) commercial risks insurance policy, which was declined. J says Allianz treated it unfairly. J’s complaint is brought by Mr D, but I shall refer to all su... (4 pages)View decision -
Decision Reference DRN-6190427
12 Mar 2026 Blue Motor Finance Limited Not upheldConsumer CreditDRN-6190427 The complaint Miss T is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Limited (‘BMF’) was of an unsatisfactory quality. What happened In December 2023, Miss T was supplied with a used car through a hire purchase agreement with BM... (4 pages)View decision -
Decision Reference DRN-6064692
12 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6064692 The complaint Miss A’s complaint is that National Westminster Bank Public Limited Company (NatWest) has acted unfairly and discriminated against her by paying outstanding service charges and ground rent to the freeholders of her mortgaged property, and adding these to her mo... (3 pages)View decision -
Decision Reference DRN-6207184
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6207184 The complaint Miss D complains that Revolut Ltd unfairly refuses to refund her money she lost in a recovery scam. What happened Miss D was contacted by someone about an old account she had, which she thought she had closed some years earlier. They said the account was frozen... (3 pages)View decision -
Decision Reference DRN-6146412
12 Mar 2026 Premier Mortgages (North West) Limited Not upheldMortgagesDRN-6146412 The complaint Mr and Mrs W have complained about a secured loan they took out in 2023 following advice from My Secured Loans Ltd trading as Loanable which is an appointed representative of Premier Mortgages (North West) Limited. Mr and Mrs W are unhappy that when they redeem... (4 pages)View decision