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-5768377
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5768377 The complaint Mrs I has complained that National Westminster Bank Public Limited Company (NatWest) were irresponsible in supplying her with two loans, in July 2024 and February 2025. And that they didn’t offer appropriate support when she got into financial difficulties. Wha... (4 pages)View decision -
Decision Reference DRN-6043988
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6043988 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr S was approved for a Barclaycard credit card in December 2019, with a credit limit of £1,200. Mr S says that this was irresponsibly lent to him. Mr S mad... (2 pages)View decision -
Decision Reference DRN-5428826
9 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5428826 The complaint Mr H is unhappy that NewDay Ltd have refused to refund a transaction he says he didn’t authorise. What happened Mr H contacted NewDay after reviewing his credit card statement and identifying a transaction of £180 on 8 November 2024 that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-6065598
9 Jan 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6065598 The complaint Mr M complains that NewDay Ltd lent irresponsibly when it approved four credit card applications he made and later increased the limits. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (6 pages)View decision -
Decision Reference DRN-5765358
9 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5765358 The complaint Miss Z has complained about the claims experience she encountered with Assurant General Insurance Limited when she made a claim for her mobile phone to be repaired under her mobile phone insurance policy What happened Miss Z made a claim to Assurant on 14 Febru... (2 pages)View decision -
Decision Reference DRN-6065660
9 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6065660 The complaint Mr R’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... (11 pages)View decision -
Decision Reference DRN-5840790
9 Jan 2026 eToro (UK) Ltd Not upheldInvestmentsDRN-5840790 The complaint Miss H has complained that eToro (UK) Ltd (‘eToro’) uses a leveraged default setting when trading in S&P500 Index contracts for difference (‘CFDs’). Because of this Miss H lost over half of the £5,000 she invested which she wants returned to her. What happ... (4 pages)View decision -
Decision Reference DRN-5968425
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5968425 The complaint Mr W is being represented by a claims manager. He’s complaining about National Westminster Bank Public Limited Company trading as Ulster Bank because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W lost money to what he belie... (5 pages)View decision -
Decision Reference DRN-5724159
9 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5724159 The complaint At the time of the complaint, Mr B was a sole trader. Mr B is unhappy that Wise Payments Limited have refused to refund a transaction he says he didn’t authorise. What happened Mr B first contacted Wise in March 2024 to dispute a payment of just over £6,000 to ... (3 pages)View decision -
Decision Reference DRN-5295566
9 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5295566 The complaint Mr M is unhappy that Santander UK Plc have refused to refund a transaction he said he didn’t authorise. What happened Mr M contacted Santander to report an unauthorised transaction of £398.95 made using his credit card to a retailer I’ll call J, on 17 August 2... (3 pages)View decision