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-5960665
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5960665 The complaint Mr S complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2024, Mr S was looking to get some repair work done on his car. He found a garage advertised online and, after ch... (3 pages)View decision -
Decision Reference DRN-5842067
16 Jan 2026 StoneX Financial Ltd Not upheldInvestmentsDRN-5842067 The complaint Mr B has complained that StoneX Financial Ltd, trading as City Index (‘City’), shouldn’t have allowed him to continue to trade on his contracts for difference (‘CFD’) trading account. He says the amounts he deposited were too high for his financial circumstance... (5 pages)View decision -
Decision Reference DRN-5855621
15 Jan 2026 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5855621 The complaint Mr C complains about how Co-op Funeral Plans Limited handled the cancellation of his pre- paid funeral plan and the time it took for him to receive a refund. What happened Mr C held a pre-paid funeral plan with Co-op. On 24 May 2025, he submitted a request thr... (2 pages)View decision -
Decision Reference DRN-6079257
15 Jan 2026 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-6079257 The complaint The estate of Mrs F complains that Co-op Funeral Plans Limited unfairly handled the redemption of Mrs F’s pre-paid funeral plan. References to Co-op includes its agents. What happened In 2016, Mrs F bought a tailor-made funeral plan from Co-op and paid for it... (11 pages)View decision -
Decision Reference DRN-5998208
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998208 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (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 ... (12 pages)View decision -
Decision Reference DRN-5980839
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980839 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (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 197... (13 pages)View decision -
Decision Reference DRN-6028737
15 Jan 2026 Allium Money Limited Not upheldConsumer CreditDRN-6028737 The complaint This is a complaint brought on behalf of the estate of the late Mr M. The complaint is that Allium Money Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and participated in an unfair credit relati... (15 pages)View decision -
Decision Reference DRN-6073051
15 Jan 2026 Vitality Health Limited Not upheldInsuranceDRN-6073051 The complaint Mr S has complained that Vitality Health Limited refused to pay the cost of blood tests that were part of a claim he made on a private medical insurance policy. What happened Mr S had blood tests in July 2023 that cost a total of £990. However, Vitality would ... (3 pages)View decision -
Decision Reference DRN-6044252
15 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6044252 The complaint The estate of the late Mr W complains that Barclays Bank UK PLC, trading as Tesco Bank, shouldn’t have lent to Mr W. The estate is being represented in this complaint by Mr W’s ex- wife. What happened Mr W applied to Tesco Bank for a loan in July 2017, his appl... (3 pages)View decision -
Decision Reference DRN-5838044
15 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5838044 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited settled liability on his car insurance policy. What happened Mr C took out a car insurance policy with Admiral in October 2024. I’m sorry to hear that Mr C was involved in an accident in April 2025.... (3 pages)View decision