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-6065654
16 Jan 2026 Equifinance Limited Not upheldMortgagesDRN-6065654 The complaint Mr S complains that Equifinance Limited (Equifinance) should not have issued him a mortgage offer as it was aware of the position in relation to the ownership of the property from the outset. He says that fact that the application subsequently did not proceed f... (5 pages)View decision -
Decision Reference DRN-5965811
16 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5965811 The complaint Mrs M’s complaint is, in essence, that Tandem Bank Limited 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-6077921
16 Jan 2026 MGI Network Ltd UpheldMortgagesDRN-6077921 The complaint Miss R complains that the mortgage recommended by MGI Network Ltd wasn’t suitable. She also complains that it didn’t manage her porting application well and its fee is excessive. What happened Miss R contacted MGI for mortgage advice in early 2024. She says she... (6 pages)View decision -
Decision Reference DRN-5795620
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5795620 The complaint Mr A complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened Mr A says he sent several payments to what he thought was a task-based job. When Mr A didn’t get the returns he was promised, he realised he had been... (3 pages)View decision -
Decision Reference DRN-5861115
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5861115 The complaint Mr B complains about a block applied to his credit card by Barclays Bank UK PLC trading as Tesco Bank. What happened In late July 2025 Mr B used his Tesco Bank credit card to complete multiple transactions with an online retailer in a short space of time. The ... (2 pages)View decision -
Decision Reference DRN-6084304
16 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6084304 The complaint Mrs P complains about the service she received from Capital One (Europe) plc following missed payments on her credit card account. What happened Mrs P holds a credit card account with Capital One. She fell into difficulty with her repayments. A payment plan wa... (5 pages)View decision -
Decision Reference DRN-5921942
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5921942 The complaint Mr P is unhappy that HSBC UK Bank Plc (“HSBC”) won't reimburse him the money he sent to a third-party for building works. What happened I’m not going to cover all the points raised in detail. The view of 9 September 2025 covered the details of Mr P’s test... (4 pages)View decision -
Decision Reference DRN-6077248
16 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-6077248 The complaint Mrs C’s complained that Zurich Assurance Ltd unfairly declined the claim she made on her life and critical illness policy after she was diagnosed with a brain tumour. What happened In early 2016, Mrs C applied to Zurich for a life and critical illness policy. ... (3 pages)View decision -
Decision Reference DRN-5194204
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5194204 The complaint Mr B and Mrs N’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 (... (12 pages)View decision -
Decision Reference DRN-5938000
16 Jan 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5938000 The complaint Mr and Mrs B complained that Accredited Insurance (Europe) Ltd (“Accredited”) offered an unfair partial remedy to allow repairs to damaged external render, under their home buildings insurance policy. I’ll refer to Mr B for ease in my decision. What happened Mr... (3 pages)View decision