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-5877261
7 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5877261 The complaint Mrs M complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs M has explained that in December 2024 an a... (3 pages)View decision -
Decision Reference DRN-6053944
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6053944 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... (8 pages)View decision -
Decision Reference DRN-6025583
7 Jan 2026 Salary Finance Loans Limited Not upheldConsumer CreditDRN-6025583 The complaint Miss A complains Salary Finance Loans Limited unfairly defaulted her loan agreement. What happened In November 2023, Miss A entered a Fixed Sum Loan Agreement with Salary Finance, borrowing £7,000, repayable over three years. In March 2025, Salary Finance def... (2 pages)View decision -
Decision Reference DRN-5660135
7 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5660135 The complaint Mr W complains HSBC UK Bank Plc has reported adverse information about his credit card account to credit reference agencies. What happened In November 2017, Mr W entered into a Debt Arrangement Scheme (DAS), which included his HSBC credit card account. Mr W say... (2 pages)View decision -
Decision Reference DRN-5973261
7 Jan 2026 One Insurance Limited Not upheldInsuranceDRN-5973261 The complaint Miss T complains about the valuation that One Insurance Limited placed on her car after it was stolen and recovered damaged beyond economical repair. She wants it to pay her a fair settlement. Miss T is also unhappy with its level of service. What happened Mis... (3 pages)View decision -
Decision Reference DRN-6061588
7 Jan 2026 Haven Insurance Company Limited UpheldInsuranceDRN-6061588 The complaint Mr D complains about how Haven Insurance Company Limited have recorded the liability of a claim. What happened Mr D was involved in an accident and contacted Haven to log a claim. Mr D was hit in the rear by a third party who then drove off. Mr D was only able ... (3 pages)View decision -
Decision Reference DRN-6061612
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6061612 The complaint Mr and Mrs B’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)... (8 pages)View decision -
Decision Reference DRN-6061473
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6061473 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (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 19... (11 pages)View decision -
Decision Reference DRN-5908908
7 Jan 2026 Experian Limited UpheldConsumer CreditDRN-5908908 The complaint Ms G complains Experian Limited is reporting incorrect information on her credit file. What happened After obtaining a copy of her credit file, Ms G raised several disputes with Experian saying information it was reporting was incorrect. Specifically raising c... (4 pages)View decision -
Decision Reference DRN-6056028
7 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6056028 The complaint Mr C has complained First Central Underwriting Limited charged him an unfair amount for his motor insurance policy. What happened On 22 June 2025, Mr C bought a motor insurance policy underwritten by First Central on a price comparison website. When First Centr... (4 pages)View decision