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-6103699
3 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6103699 The complaint Mr B says Fairscore Ltd trading as Updraft (‘Updraft’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards three loan agreements. He says that he had gambling problems that led to the lending... (3 pages)View decision -
Decision Reference DRN-6014380
3 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6014380 The complaint Mr C and Miss P are unhappy with Inter Partner Assistance SA’s (IPA) decision to only pay part of their claim. What happened Mr C and Miss P planned to go on holiday between 26 August 2024 – 9 September 2024. Two days into their holiday, Mr C became unwell, suf... (2 pages)View decision -
Decision Reference DRN-6124095
3 Feb 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6124095 The complaint A company I’ll refer to as F complains that ClearBank Limited didn’t do enough to prevent their losses to an alleged scam. They’d like to be reimbursed. F is represented by Mr C, a director of the business. ClearBank provided the banking services for Tide. For... (2 pages)View decision -
Decision Reference DRN-5878829
3 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5878829 The complaint Mrs E and Mr H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my rea... (3 pages)View decision -
Decision Reference DRN-5965051
2 Feb 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5965051 The complaint Mr E complained about ARAG Legal Expenses Insurance Company Limited’s service under his European motor breakdown insurance policy. ARAG Legal Expenses Insurance Company Limited are the underwriters and insurer of this policy, trading as DAS. Part of this compla... (3 pages)View decision -
Decision Reference DRN-5906015
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5906015 The complaint Mr L complains that he received his monthly statements from NewDay Ltd after the payment due date. What happened Mr L opened a John Lewis credit card account with NewDay in September 2022. At the time of opening the account Mr L registered for online access. Mo... (2 pages)View decision -
Decision Reference DRN-6066981
2 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6066981 The complaint Miss K complains that Barclays Bank UK PLC won’t refund her for paying for a service which she didn’t receive. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll focus on the key facts ... (2 pages)View decision -
Decision Reference DRN-6005120
2 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-6005120 The complaint Mr B complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. esure are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the in... (3 pages)View decision -
Decision Reference DRN-6024139
2 Feb 2026 Billing Finance Limited Not upheldConsumer CreditDRN-6024139 The complaint Mr M complains about issues arising from a hire purchase agreement with Billing Finance Limited under which a car was supplied to him. What happened A used car was supplied to Mr M under a hire purchase agreement with Billing Finance that he signed in May 2023.... (4 pages)View decision -
Decision Reference DRN-6120908
2 Feb 2026 Evelyn Partners Investment Management Services Limited UpheldPensions and AnnuitiesDRN-6120908 The complaint X complains that Evelyn Partners Investment Management Services Limited, trading as Bestinvest (Evelyn Partners) unfairly delayed the payment of benefits from X’s Self Invested Personal Pension Plan (SIPP) through a combination of poor service and requesting un... (5 pages)View decision