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 391431 results
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Decision Reference DRN-5945946
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5945946 The complaint Mr and Mrs M’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)... (14 pages)View decision -
Decision Reference DRN-5892797
6 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5892797 The complaint Miss D complains about the insurer of her motor insurance policy, Watford Insurance Company Europe Limited (Watford), accepting liability for an accident in which her vehicle was in collision with a third-party vehicle. While Miss D didn’t want to make a claim ... (3 pages)View decision -
Decision Reference DRN-6055628
6 Jan 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6055628 The complaint Ms L has complained about Prudential’s handling of the pension sharing order (PSO) awarded in 2013. She’s said that she still hasn’t received her share, despite providing the relevant documentation several times since 2014. What happened Ms L’s ex-husband had ... (6 pages)View decision -
Decision Reference DRN-5728903
6 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5728903 The complaint Mr and Mrs H complain that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. Mr and Mrs H referred their complaint to this service with the help of a professional representative. Howe... (5 pages)View decision -
Decision Reference DRN-5968683
6 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5968683 The complaint Mr M’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... (13 pages)View decision -
Decision Reference DRN-6056606
6 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6056606 The complaint Mrs B, Mr B and Miss B are unhappy that Inter Partner Assistance SA declined a claim they made on a travel insurance policy. What happened Mrs B, Mr B, Miss B are the adults named on an annual travel insurance policy together with another family member who, at ... (4 pages)View decision -
Decision Reference DRN-6048425
6 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-6048425 The complaint Mr S complains PDL Finance trading as Mr Lender irresponsibly lent to him. What happened PDL Finance provided Mr S with one loan as follows: Date of Sale Loan Amount Interest rate (p/a) Largest Monthly Repayment Number of Instalments (months) Total amount rep... (5 pages)View decision -
Decision Reference DRN-6042888
6 Jan 2026 Bamboo Limited Not upheldConsumer CreditDRN-6042888 The complaint Mr B complains that Bamboo Limited irresponsibly provided him with a loan for £3,000 which he couldn’t afford and that it has reported subsequent defaults on his credit file. What happened The details of this complaint are well-known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-6006009
6 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6006009 The complaint Ms O complains that Tandem Motor Finance Limited did not accept her request to reject a car. What happened In September 2024 Ms O acquired a second hand car at a cost of £9,294 funded by a hire purchase agreement with Tandem. The car was advertised as ULEZ comp... (3 pages)View decision -
Decision Reference DRN-6056290
6 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6056290 The complaint Mr R’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 him under Section 140A of the Consumer Credit... (10 pages)View decision