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-6052695
2 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6052695 The complaint Miss O complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Miss O is repre... (12 pages)View decision -
Decision Reference DRN-5956740
2 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5956740 The complaint Mr L’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 them under section 140A of the Consumer Cred... (4 pages)View decision -
Decision Reference DRN-5950548
2 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5950548 The complaint Ms W complains about how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvi... (6 pages)View decision -
Decision Reference DRN-5902623
2 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5902623 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)... (15 pages)View decision -
Decision Reference DRN-6048403
2 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6048403 The complaint Santander UK Plc (‘Santander’) provided Mr S with an overdraft of £100 in January 2020. Mr S says Santander shouldn’t have agreed to the overdraft given his financial circumstances. What happened The details of this complaint are well-known to both parties, s... (2 pages)View decision -
Decision Reference DRN-5790163
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5790163 The complaint Mr M complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-6050651
2 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6050651 The complaint Mr C complains that First Central Underwriting Limited declined his claim on his motor insurance policy following the theft of his car. He wants it to deal with his claim. What happened Mr C’s car was taken without his consent and damaged by a family member. H... (4 pages)View decision -
Decision Reference DRN-5903087
2 Jan 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5903087 The complaint Mr S complains that Scottish Widows Limited treated him unfairly when he asked to take an income withdrawal from his pension savings in August 2024. What happened Mr S holds pension savings with Scottish Widows. In August 2024 Mr S got in touch with Scottish Wi... (5 pages)View decision -
Decision Reference DRN-6025313
2 Jan 2026 BISL Limited Not upheldInsuranceDRN-6025313 The complaint Ms F complains that BISL Limited didn’t tell her that her driving licence wasn’t valid when it sold and renewed her motor insurance policies. She wants a refund of her premiums and compensation for her distress and inconvenience and the costs she has incurred. ... (2 pages)View decision -
Decision Reference DRN-5972772
2 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5972772 The complaint Miss B complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds she lost to fraud. Miss B is also unhappy that NatWest restricted her account while it carried out an investigation. What happened As the circumstances of this complaint are w... (4 pages)View decision