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-6017619
2 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6017619 Complaint Mr D has complained about credit cards Barclays Bank UK PLC (trading as “Barclaycard”) provided to him. He says that the credit cards were unaffordable and caused ongoing difficulty. Mr D is being assisted in his complaint by his daughter. However, for ease of ref... (7 pages)View decision -
Decision Reference DRN-6030721
2 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6030721 Complaint Miss G has complained about a credit card American Express Services Europe Limited (“AMEX”) provided to her. She says that the card was provided to her despite being young and inexperienced with credit. Background AMEX provided Miss G with a credit card with a lim... (3 pages)View decision -
Decision Reference DRN-6104236
2 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6104236 Complaint Mr S has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his account. He’s said that he shouldn’t have been provided with his overdraft and the charges caused difficulty. Background Mr S has also separately complained a personal loan that TS... (5 pages)View decision -
Decision Reference DRN-6100560
2 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6100560 Complaint Miss S complains that Volkswagen Financial Services UK Limited (“VWFS”) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Miss S has used a “representative” to make h... (3 pages)View decision -
Decision Reference DRN-5748978
2 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5748978 Complaint Mr M has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period and even when it w... (4 pages)View decision -
Decision Reference DRN-5906871
2 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5906871 Complaint Mr B has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to his current account. He’s effectively said that the overdraft was unaffordable and RBS continued to provide it even when there were signs of difficulty on the account.... (6 pages)View decision -
Decision Reference DRN-6042930
1 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6042930 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (CAAF) was of unsatisfactory quality. When I refer to what Mr F has said and what CAAF have said, it should also be taken to include things said on their beh... (4 pages)View decision -
Decision Reference DRN-6060105
1 Feb 2026 Computershare Investor Services Plc Not upheldInvestmentsDRN-6060105 The complaint Mr W complains that Computershare Investor Services Plc requested identification to verify him before proceeding with his withdrawal request. He’s unhappy as he’s been investing with them for over 15 years. What happened On 13 February 2025, Mr W attempted to ... (4 pages)View decision -
Decision Reference DRN-6120574
1 Feb 2026 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-6120574 The complaint Mr S complained that Advisory Insurance Brokers Limited (“AIB”) failed to arrange the correct cover in the event of a total loss of his car, under his motor insurance policy. What happened Mr S agreed a policy for his classic car in 2023. He confirmed the value... (3 pages)View decision -
Decision Reference DRN-6115745
1 Feb 2026 Kingfisher Insurance Services Limited Not upheldInsuranceDRN-6115745 The complaint Mr C complained that Kingfisher Insurance Services Limited (“Kingfisher”) mis-sold his buildings insurance policy as it didn’t include flood cover. What happened In November 2025 Mr C’s home was flooded when a nearby river burst it banks. He made a claim to his... (3 pages)View decision