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-6045811
2 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6045811 The complaint Ms C complains HSBC UK Bank Plc unfairly marked a payment as late on her credit file. What happened Ms C had a new credit card with HSBC and made the minimum payment on the first statement she was sent. But Ms C didn’t pay enough to cover the minimum payment ... (3 pages)View decision -
Decision Reference DRN-6039651
2 Jan 2026 Fairscore Ltd UpheldConsumer CreditDRN-6039651 The complaint Ms M complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest. Ms M is represented by a third party but for ease of reference I have referred t... (6 pages)View decision -
Decision Reference DRN-6011596
2 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6011596 The complaint Mr N complained because Barclays Bank UK PLC refused to refund him for a cash machine withdrawal which he said he hadn’t made. What happened On 8 August 2025, Mr N contacted Barclays. He said he’d tried to withdraw £50 with his Barclays card, at a cash machine... (3 pages)View decision -
Decision Reference DRN-6012149
2 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6012149 The complaint H, a limited company, complains Barclays Bank UK PLC’s IT outage stopped it making a payment and caused a significant loss, which it wants refunded. H is represented by a director, who’s in turn represented by Mrs M. What happened Mrs M made a payment of £10... (3 pages)View decision -
Decision Reference DRN-6010547
2 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6010547 The complaint Mr B complains that the car he acquired through Black Horse Limited (“BHL”) wasn’t of satisfactory quality. He says it’s spent more time in the garage than with him and it’s caused his family stress. He wants to reject the car and have his deposit refunded. Wha... (4 pages)View decision -
Decision Reference DRN-5996473
2 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5996473 The complaint Mr H complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr H received a payment of £100, and the sender of the money told their bank the payment was fraudulent. The sending bank contacted Monzo, and Monzo asked Mr H about the pay... (3 pages)View decision -
Decision Reference DRN-5862920
2 Jan 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5862920 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here Putting things right Your text here My f... (1 page)View decision -
Decision Reference DRN-5982230
2 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5982230 The complaint Mr M complains about the way AmTrust Specialty Limited (AmTrust) has handled the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr M... (4 pages)View decision -
Decision Reference DRN-6049395
2 Jan 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6049395 The complaint Mr B complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants to reject the car and end the finance agreement. What happened Mr B entered into a hire purchase agreement in September 2023 to acquire a u... (5 pages)View decision -
Decision Reference DRN-6050822
2 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6050822 The complaint Mr G complains that the car he acquired through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality, and he’s unhappy with the way in which SMFL has calculated redress. What happened Mr G entered a hire purchas... (5 pages)View decision