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 387322 results
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Decision Reference DRN-5835359
5 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5835359 The complaint Mr L has complained that Ageas Insurance Limited avoided his car insurance policy and refused to meet his theft claim. What happened Mr L took out a car insurance policy with Ageas Insurance Limited through a price comparison site online in August 2024. In May ... (4 pages)View decision -
Decision Reference DRN-5898682
5 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5898682 The complaint Mr A complains about the way Capital One (Europe) plc handled his request for a refund. What happened In October 2023 Mr A had paid a firm I’ll refer to as ‘T’ to have his car’s engine rebuilt with a ‘bare reconditioned engine’ (I’ll refer to this as the ‘engin... (4 pages)View decision -
Decision Reference DRN-6052847
5 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6052847 The complaint Mr T complains that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr T says that he met an individual I’ll call J through a messaging service in 2013. J said she was American and living in Africa... (8 pages)View decision -
Decision Reference DRN-6041861
5 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6041861 The complaint Ms W complains about the way Nationwide Building Society (‘NBS’) handled her request for a refund. What happened Both parties are familiar with the background to this complaint, so I’ll focus my decision on my findings. What I’ve decided – and why I’ve conside... (2 pages)View decision -
Decision Reference DRN-6052695
2 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6052695 The complaint Miss O complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Miss O is repre... (12 pages)View decision -
Decision Reference DRN-5956740
2 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5956740 The complaint Mr L’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 them under section 140A of the Consumer Cred... (4 pages)View decision -
Decision Reference DRN-5950548
2 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5950548 The complaint Ms W complains about how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvi... (6 pages)View decision -
Decision Reference DRN-5902623
2 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5902623 The complaint Mr and Mrs M’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)... (15 pages)View decision -
Decision Reference DRN-6048403
2 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6048403 The complaint Santander UK Plc (‘Santander’) provided Mr S with an overdraft of £100 in January 2020. Mr S says Santander shouldn’t have agreed to the overdraft given his financial circumstances. What happened The details of this complaint are well-known to both parties, s... (2 pages)View decision -
Decision Reference DRN-5790163
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5790163 The complaint Mr M complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this ... (4 pages)View decision