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 391431 results
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Decision Reference DRN-6063089
5 Feb 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-6063089 The complaint Mr G complains Everyday Lending Limited trading as Evlo (Evlo) acted irresponsibly when it approved a consolidation loan for him. What happened Mr G says in July 2023 Evlo approved a loan for £10,000 specifically intended to clear certain external debts. Mr G s... (3 pages)View decision -
Decision Reference DRN-5255036
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5255036 The complaint Mr S is unhappy that Monzo have refused to refund transactions he said he didn’t authorise. What happened Mr S contacted Monzo to dispute two transactions of £17.80 made just under a month apart to a merchant I’ll refer to as ‘Z’. Monzo looked into the matter b... (4 pages)View decision -
Decision Reference DRN-6131146
5 Feb 2026 AXIS Specialty Europe SE Not upheldInsuranceDRN-6131146 The complaint Mr A complains about the way AXIS Specialty Europe SE (‘AXIS’) handled an escape of water claim he made on his property insurance policy. What happened Mr A notified AXIS of an escape of water claim at his property in November 2024. AXIS arranged a site visit ... (3 pages)View decision -
Decision Reference DRN-6044917
5 Feb 2026 Alltrust Services Limited Not upheldPensions and AnnuitiesDRN-6044917 The complaint Mrs H’s complaint concerns fees charged in connection with her self-invested personal pension (SIPP), of which Alltrust Services Limited trading as Alltrust (Alltrust) is now the trustee and administrator. Mrs H is also unhappy with how her data has been handle... (6 pages)View decision -
Decision Reference DRN-6005626
5 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6005626 The complaint Mr O complains that JAJA FINANCE LTD irresponsibly lent to him. What happened Mr O was approved for a Jaja credit card in February 2025, with a £2,600 credit limit. Mr O says he was experiencing financial difficulty at the time he was approved for the credit ca... (3 pages)View decision -
Decision Reference DRN-6131050
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6131050 The complaint Miss T complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) lent to her irresponsibly. What happened Miss T took out a credit card with Barclays, in December 2016. The credit limit given to Miss T was £2,500. This was increased in June 2017 to... (5 pages)View decision -
Decision Reference DRN-6128459
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6128459 The complaint Mrs and Mr C’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)... (6 pages)View decision -
Decision Reference DRN-5805396
5 Feb 2026 Ageas Insurance Limited UpheldInsuranceDRN-5805396 The complaint Mrs K complains about the way Ageas Insurance Limited (‘Ageas’) handled a claim she made on her buildings insurance policy. What happened Mrs K held a property insurance policy underwritten by Ageas. She contacted them in May 2023 to raise a claim and said a v... (3 pages)View decision -
Decision Reference DRN-5927971
5 Feb 2026 Insurance Factory Limited Not upheldInsuranceDRN-5927971 The complaint Mrs M has complained that INSURANCE FACTORY LIMITED trading as Lancaster Insurance Services (Lancaster) arranged the cancellation of the wrong car insurance policy. Mr M and Mrs M have provided submissions on the complaint. I will refer to Mrs M in my decision ... (3 pages)View decision -
Decision Reference DRN-6002986
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002986 The complaint Mr B complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money that he says he lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these ... (4 pages)View decision