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-4544155
3 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4544155 The complaint Mr 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 them under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5959021
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5959021 The complaint Mr B has complained about how HSBC UK Bank Plc (HSBC) handled a refund claim he made. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the reasons for... (3 pages)View decision -
Decision Reference DRN-5940368
3 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5940368 The complaint Ms B complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (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 unde... (12 pages)View decision -
Decision Reference DRN-5879052
3 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5879052 The complaint Mr J complains that Western Circle Ltd trading as Cashfloat lent to him when he could not afford to repay it. He says that better checks would have alerted Western Circle to issues surrounding Mr J’s spending habits and his general credit picture. What happened... (2 pages)View decision -
Decision Reference DRN-5909448
3 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5909448 The complaint Mr M complains that Oakbrook Bank Limited trading as Finio Loans was irresponsible in its lending to him on two occasions and that he was not adequately assessed for the credit. What happened Mr M applied for credit with Finio and had loans approved as follows:... (4 pages)View decision -
Decision Reference DRN-6120551
3 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6120551 The complaint Miss J complains that Startline Motor Finance Limited (Startline) failed to provide a detailed breakdown settlement figure for her. She would like the account balance written off. What happened The details of this complaint are well known to both parties so I ... (2 pages)View decision -
Decision Reference DRN-6047171
3 Feb 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6047171 The complaint Mr K complains about the repairs Advantage Insurance Company Limited made to his car following a claim made on his motor insurance policy. He’s also unhappy with the delays in the claim and with the cash in lieu settlement Advantage offered him to rectify the r... (3 pages)View decision -
Decision Reference DRN-6110664
3 Feb 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6110664 The complaint Ms D’s complaint is about a claim she made on her Inter Partner Assistance SA (‘IPA’) legal expenses insurance policy. Ms D says IPA treated her unfairly. In this decision all references to IPA include their claims handlers. What happened The details of this c... (3 pages)View decision -
Decision Reference DRN-5918186
3 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5918186 The complaint Miss S complains that Gain Credit LLC trading as Drafty (Gain Credit) didn’t sufficiently check whether she could sustain the repayments when they agreed to a revolving credit facility. What happened Around September 2024 Miss S applied for a revolving credit f... (3 pages)View decision -
Decision Reference DRN-6033002
3 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6033002 The complaint Mrs R complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded her the money she lost after she fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (3 pages)View decision