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-5710028
16 Jan 2026 Salary Finance Limited Not upheldConsumer CreditDRN-5710028 The complaint Mr W complains that Salary Finance Ltd (Salary Finance) irresponsibly entered into a fixed sum loan agreement with him that he could not afford to repay. What happened In July 2024, Mr W applied for a loan with Salary Finance. He was given a loan for £3,500. T... (3 pages)View decision -
Decision Reference DRN-5779329
16 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5779329 The complaint Mr P complains Lloyds Bank PLC unfairly closed his account and wrongly applied a default against his name. What happened Mr P held a Lloyds classic account. The account became overdrawn, and in early September 2024 a letter was sent to Mr P asking him to credi... (3 pages)View decision -
Decision Reference DRN-6052525
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6052525 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5723560
16 Jan 2026 Legal and General Assurance Society Limited UpheldInsuranceDRN-5723560 The complaint Miss J is unhappy that Legal and General Assurance Society Limited (L&G) terminated her income protection claim. What happened Miss J had a group income protection policy in place through her employer. The policy was underwritten by L&G and it had a ‘su... (7 pages)View decision -
Decision Reference DRN-6045220
16 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6045220 The complaint Mrs W and Mr W complain that HSBC UK Bank Plc should pay them more compensation than it has offered in respect of poor service issues. What happened In March 2025, HSBC blocked Mr and Mrs W’s account after mail sent to their registered address was returned mar... (4 pages)View decision -
Decision Reference DRN-5977585
16 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5977585 The complaint Miss M has complained about the way Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) dealt with her claim for money back in relation to a package holiday she purchased using her credit card. What happened In March 2025 Miss M used her Tesco credit card to ... (5 pages)View decision -
Decision Reference DRN-5714382
16 Jan 2026 Handelsbanken plc Not upheldBanking and PaymentsDRN-5714382 The complaint Mrs and Mr M are unhappy Handelsbanken plc (“Handelsbanken”) have declined to refund them three payments which they believe they lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (5 pages)View decision -
Decision Reference DRN-6054464
16 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6054464 The complaint Mr H complains about U K Insurance Limited trading as Privilege Insurance’s (UKI) service while dealing with a claim on his motor insurance policy. In particular he said it took too long to repair his car to an acceptable standard causing him financial losses. ... (4 pages)View decision -
Decision Reference DRN-6015517
16 Jan 2026 Premium Credit Limited Not upheldConsumer CreditDRN-6015517 The complaint Miss O is unhappy with what Premium Credit Limited (‘PCL’) did when she asked to defer a payment under a running account credit agreement used to fund a home insurance policy. What happened Around January 2025 Miss O entered into a running account credit agree... (3 pages)View decision -
Decision Reference DRN-5900503
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5900503 The complaint Mr S complains that Bank of Scotland plc failed to reclaim a payment he’d made using his debit card. What happened Mr S contacted Bank of Scotland to raise a chargeback request; he was seeking reimbursement of postage costs for two faulty items he’d returned t... (3 pages)View decision