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-5934825
9 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5934825 The complaint Mrs A complains Barclays Bank UK PLC didn’t set up a group of standing orders correctly causing her distress when they didn’t go out on the correct date. She’s also unhappy about the way Barclays Bank UK PLC handled her complaint. What happened Mrs A has an acc... (2 pages)View decision -
Decision Reference DRN-5773765
9 Jan 2026 eToro (UK) Ltd Not upheldInvestmentsDRN-5773765 The complaint Mr M says that eToro (UK) Ltd (‘eToro’) failed in its regulatory and legal obligations to protect him as a vulnerable customer. Because of this, Mr M has lost nearly US$250,000. He says he is suffering from severe financial hardship and emotional distress for w... (6 pages)View decision -
Decision Reference DRN-6002914
9 Jan 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6002914 The complaint Ms D is unhappy that Metro Bank PLC has declined to reimburse her after she lost money to an investment scam. Ms D is represented in this matter, but for ease of reading I will refer to Ms D throughout this decision. What happened The background to this complai... (5 pages)View decision -
Decision Reference DRN-5672863
9 Jan 2026 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5672863 The complaint The S Trust is unhappy that The Royal London Mutual (Royal London) won’t remove a Trustee without further documentation. What happened Mrs B took out a life insurance policy with Royal Liver Assurance (Royal Liver) which commenced on 23 August 2007. On 5 Septe... (3 pages)View decision -
Decision Reference DRN-5868013
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5868013 The complaint Mr B has complained about a credit card NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Sainsbury's Bank (“Sainsbury’s Bank”) provided to him. He says the credit card was not affordable for him. What happened Sainsbury’s Bank provided Mr B wit... (4 pages)View decision -
Decision Reference DRN-5660818
9 Jan 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5660818 The complaint Mr C is unhappy that Kroo Bank Ltd refused to refund him for transactions he said he didn’t authorise. What happened Mr C contacted Kroo to dispute eight transactions made on 24 September 2024 which he said he didn’t recognise. The transactions totalled £1,588 ... (3 pages)View decision -
Decision Reference DRN-6065412
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6065412 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (10 pages)View decision -
Decision Reference DRN-5938311
9 Jan 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5938311 The complaint Ms N’s complained Intact Insurance Limited haven’t dealt fairly with the claim she made following an escape of water at her home. What happened In late 2017, Ms N’s property was damaged when a blocked sewage pipe caused water and sewage to enter. So she made a... (4 pages)View decision -
Decision Reference DRN-6056174
9 Jan 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6056174 The complaint Miss F has complained HSBC Bank UK plc (“HSBC”) gave her a loan that she couldn’t afford to repay because she already had a large amount of existing debt. What happened Miss F was granted a personal loan by HSBC in February 2022 for £20,000 and the loan had an... (4 pages)View decision -
Decision Reference DRN-6056115
9 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6056115 The complaint Miss W complains through a representative that Black Horse Limited (“Black Horse”) gave her finance without carrying out sufficient adequate affordability checks. What happened In February 2021, Black Horse provided Miss W with a hire purchase agreement for a ... (4 pages)View decision