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-6066509
9 Jan 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6066509 The complaint Mr B complains THE CO-OPERATIVE BANK P.L.C. allowed his basic bank account to go overdrawn. He complains that this has damaged his credit score. What happened Mr B has an account with the Co-operative Bank – it’s a basic account. He has an account elsewhere too... (2 pages)View decision -
Decision Reference DRN-6066378
9 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6066378 The complaint Mr C’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... (9 pages)View decision -
Decision Reference DRN-5964638
9 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5964638 The complaint Mrs T complains that the price Liverpool Victoria Insurance Company Limited (“LV”) charged her for cover quadrupled when she renewed her car insurance policy. Mrs T is represented in her complaint, but for ease I’ll refer to her throughout as though the represe... (3 pages)View decision -
Decision Reference DRN-5883501
9 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5883501 The complaint Mr T is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In September 2024 Mr T sought assistance from his policy with a contractual dispute. After obtaining further information Aviva refe... (3 pages)View decision -
Decision Reference DRN-5764994
9 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5764994 The complaint I, a limited company complains that Revolut Ltd unfairly blocked and closed its account. I also say Revolut took too long to release its account balances. I is represented by its director, Mr T. What happened The detailed background of this complaint is well k... (4 pages)View decision -
Decision Reference DRN-6062281
9 Jan 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6062281 The complaint Ms H complains that her mortgage with Clydesdale Bank Plc trading as Virgin Money was mis-sold and that it has not been administered fairly. What happened In 2005, Ms H accepted Yorkshire Bank’s advice to take a “flexible repay” mortgage with a limit of £125,00... (4 pages)View decision -
Decision Reference DRN-6015038
9 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6015038 The complaint Mr S complains that HSBC UK Bank Plc unfairly re-debited his credit card account after he made a mistake completing a form. What happened Mr S says that he was the victim of fraud in 2024 when he used his HSBC credit card to buy flights. After HSBC refused to r... (2 pages)View decision -
Decision Reference DRN-5930681
9 Jan 2026 American International Group UK Limited Not upheldInsuranceDRN-5930681 The complaint Mrs O has complained that American International Group UK Limited (AIG) incorrectly assessed her claim for the loss of use of both legs. What happened Mrs O has a personal accident insurance policy with AIG. This pays a benefit, in specific circumstances, if Mr... (3 pages)View decision -
Decision Reference DRN-6032248
9 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6032248 The complaint Miss A complains about the quality of a vehicle that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc (Santander). Miss A has been represented on this complaint. But to keep things simple I’ll only refer to Miss A in my decisio... (4 pages)View decision -
Decision Reference DRN-5961571
9 Jan 2026 Ald Automotive Limited Not upheldConsumer CreditDRN-5961571 The complaint Mr U complains about the charges Ald Automotive Limited, trading as Kia Contract Hire (“Ald”) applied when he returned a car at the end of his hire agreement. What happened Mr U entered into a hire agreement in March 2019 for a term of 48 months. He returned th... (3 pages)View decision