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
-
Decision Reference DRN-6080006
15 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6080006 The complaint Mrs M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-6076024
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6076024 The complaint Mr N’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 him under Section 140A of the Consumer Credit Act 1974 ... (5 pages)View decision -
Decision Reference DRN-5997610
15 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5997610 The complaint Mr G complains about the quality of a car he has been financing through an agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call Alphera). What happened The detailed background to this complaint is well known to... (4 pages)View decision -
Decision Reference DRN-5182862
15 Jan 2026 UBS AG Not upheldBanking and PaymentsDRN-5182862 The complaint Mr P complains about the actions of UBS AG when he lost money to a scam. Mr P is being represented by a claims management company but, for ease, I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to both parties. So... (6 pages)View decision -
Decision Reference DRN-5000519
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5000519 The complaint Mr P complains about the actions of Barclays Bank UK PLC when he lost money to a scam. Mr P is being represented by a claims management company but, for ease, I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to bo... (5 pages)View decision -
Decision Reference DRN-6043962
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6043962 The complaint M, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate M’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. M says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-6026517
15 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6026517 The complaint Miss W complains Advantage Insurance Company Limited is pursuing her for its costs after she cancelled a claim made on her motor insurance policy. She wants it to close the claim and stop pursuing her for its costs. What happened Miss W contacted Advantage aft... (2 pages)View decision -
Decision Reference DRN-5995184
15 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5995184 The complaint Mr G complains about Ageas Insurance Limited’s service after he made a claim on his motor insurance policy. In particular he is concerned that Ageas charged him two separate excesses for what he believes should be a single claim, duplicated a claim which affect... (5 pages)View decision -
Decision Reference DRN-6080536
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6080536 The complaint Miss A complains that Lloyds Bank Plc (‘Lloyds’) did not reimburse the funds she says she lost to a scam. What happened Miss A says she was introduced to an investment opportunity by an unregulated advisor. The investment was in the development of holiday lodg... (5 pages)View decision -
Decision Reference DRN-5986916
15 Jan 2026 Vitality Health Limited Not upheldInsuranceDRN-5986916 The complaint Mr O has complained about the way Vitality Health Limited (‘Vitality’) dealt with a query about a claim and that it delayed in cancelling his plan. What happened Mr O had a private medical insurance policy with optical cover, underwritten by Vitality. He emaile... (2 pages)View decision