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-6116463
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6116463 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (4 pages)View decision -
Decision Reference DRN-6089365
29 Jan 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6089365 The complaint Mr S has complained that BUPA Insurance Limited increased the cost of his private medical insurance (PMI) policy by a large amount at renewal. What happened Mr S’s PMI covers himself and his wife. His renewal quote for 2025 was £2,956.44, which is an increase ... (2 pages)View decision -
Decision Reference DRN-5696008
29 Jan 2026 Woodgrange Associates UpheldPensions and AnnuitiesDRN-5696008 The complaint Mr V complains that Woodgrange Associates (‘WA’) gave him unsuitable advice to transfer two defined benefit (DB) pensions to a personal pension. What happened Mr V was advised by WA to transfer his two DB pensions with Prudential and United Friendly to a person... (6 pages)View decision -
Decision Reference DRN-5803487
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803487 The complaint Mr B complains that National Westminster Bank Public Limited Company (NatWest) will not refund money he says he lost to an investment scam. Mr B is represented by a third party, but for ease of reference I will refer to Mr B throughout the decision. What happe... (2 pages)View decision -
Decision Reference DRN-5925422
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925422 The complaint Mr B complains Lloyds Bank PLC didn’t do enough to protect him from harm and that this has had a significant impact on his finances, mental health and emotional wellbeing. He’s also unhappy with Lloyds Bank PLC’s disappointing handling of his complaint. What ha... (2 pages)View decision -
Decision Reference DRN-5771060
29 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5771060 The complaint Mr L complains Barclays Bank UK PLC (“Barclays”) irresponsibly lent to him. What happened Barclays provided Mr L with the following three loans: Loan number Loan dateLoan amount Monthly payment Term Date closed Consolidation 1 28 December 2018 £30,000 £589.12... (4 pages)View decision -
Decision Reference DRN-6083007
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6083007 The complaint Mr J complains that Creation Consumer Finance Limited (“Creation”) told him they had changed his direct debit payment date but then tried to take a payment on the original date. What happened Mr J’s direct debit payment to Creation was due to be taken on the 2 ... (2 pages)View decision -
Decision Reference DRN-6024390
29 Jan 2026 Marsh Finance Limited Not upheldConsumer CreditDRN-6024390 The complaint Mr C is unhappy as to how a missed payment was dealt with by Marsh Finance Limited trading as Oasis Motor Finance Ltd (Marsh). When I refer to what Mr C has said and what Marsh have said, it should also be taken to include things said on their behalf. What ha... (3 pages)View decision -
Decision Reference DRN-5819423
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5819423 The complaint Mrs B complains that Revolut Ltd hasn’t reimbursed her for payments she made as part of an investment scam. What happened In early 2022 Mrs B began making card payments to a cryptocurrency platform using her Revolut card. She was acting on the advice of a scamm... (3 pages)View decision -
Decision Reference DRN-5985050
29 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985050 The complaint Miss G complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Miss G joined a property investment network that promoted investment opportunities. Through this, she found out about “C”. She understood they were offering a “g... (6 pages)View decision