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-6010224
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6010224 The complaint Mr F has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a fee-paying Travel Plus Pack. Mr F went to use a restaurant voucher that is a benefit included with the DragonPass airport lounge service included with the Pack, but it didn’t work as he e... (3 pages)View decision -
Decision Reference DRN-6065523
9 Jan 2026 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6065523 The complaint The trustees (Ms B and Mrs C) of the C Trust (the ‘Trust’) complain about changes Aviva Life & Pensions UK Limited (Aviva) made to the sum assured of a reviewable whole of life (RWOL) policy. What happened Mrs C is representing the C Trust and so I will re... (7 pages)View decision -
Decision Reference DRN-6065442
9 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6065442 The complaint Mrs S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mrs S applied for a Vanquis cre... (4 pages)View decision -
Decision Reference DRN-6065374
9 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6065374 The complaint Mrs M’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (11 pages)View decision -
Decision Reference DRN-6065432
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6065432 The complaint Mr and Mrs 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) ... (12 pages)View decision -
Decision Reference DRN-5996730
9 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5996730 The complaint Mr T’s complained that Legal and General Assurance Society Limited (“L&G”) shared incorrect information with his employer following his claim for total and permanent disability. What happened Mr T’s employer – which I’ll call P - provides him with critical ... (3 pages)View decision -
Decision Reference DRN-5775636
9 Jan 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-5775636 The complaint Mr K has complained that Trading 212 Limited (‘T212’) didn’t fulfil its obligations under a promotion it offered. Mr K would like to be compensated for the misleading information he says he received and the inconvenience he has been caused. What happened Mr K ... (4 pages)View decision -
Decision Reference DRN-6058424
9 Jan 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6058424 The complaint Mr S complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited (RCI) trading as Mobilize Financial Services. What happened I issued a provisional decision in December 2025. An extract from that provision... (3 pages)View decision -
Decision Reference DRN-5970198
9 Jan 2026 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5970198 The complaint Mr R has complained about the advice he received from Quilter Financial Services Limited (‘Quilter’) to transfer a defined-benefit (‘DB’) occupational pension to a personal pension. Mr R has also complained that he didn’t receive the annual reviews that he was ... (6 pages)View decision -
Decision Reference DRN-6035061
9 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6035061 The complaint Mr O’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 ... (14 pages)View decision