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-5985613
7 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5985613 The complaint Mr S complains that Monzo Bank Ltd was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest and any negative information removed from his credit file. What happened Mr S was provided with two... (3 pages)View decision -
Decision Reference DRN-5855868
7 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5855868 The complaint Mr O is a sole trader. He complains Zurich Insurance Company Ltd voided his contractors combined insurance policy following a claim on the public and products liability section of it. What happened In August 2024 there was a fire at a storage area rented by Mr ... (3 pages)View decision -
Decision Reference DRN-6056124
7 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6056124 The complaint Miss M complains that Barclays Bank UK PLC (Barclays) won’t refund money that she lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In O... (4 pages)View decision -
Decision Reference DRN-5877244
7 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5877244 The complaint Mr B complains that Nationwide Building Society didn’t pay him a £200 switching incentive. What happened Nationwide wrote to Mr B with an offer of £200 for switching his account. Mr B switched his account but was told he hadn’t qualified for the offer on the ba... (4 pages)View decision -
Decision Reference DRN-5714893
7 Jan 2026 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5714893 The complaint Ms C has complained about the way Marks & Spencer Financial Services Plc trading as M&S Bank dealt with her request for money back. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything ag... (3 pages)View decision -
Decision Reference DRN-6061327
7 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6061327 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (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 197... (10 pages)View decision -
Decision Reference DRN-5916577
7 Jan 2026 Admiral Financial Services Limited UpheldConsumer CreditDRN-5916577 The complaint Miss B complains that Admiral Financial Services Limited (Admiral) was irresponsible in its lending to her. What happened Miss B was provided with a loan by Admiral on 14 September 2024. The amount of credit was £22,000, repayable over 36 months at an interest ... (4 pages)View decision -
Decision Reference DRN-6021590
7 Jan 2026 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-6021590 The complaint Mr K complains that Aviva Life & Pensions UK Limited (‘Aviva’) failed to follow his instruction to stagger the transfer of shares from his Save As You Earn (‘SAYE’) scheme into an investment ISA over two tax years. What happened In March 2024, Mr K applied... (10 pages)View decision -
Decision Reference DRN-6048372
7 Jan 2026 Family Finance Limited Not upheldConsumer CreditDRN-6048372 The complaint Mr S complains that the car he acquired through Family Finance Limited (“FFL”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr S entered into a hire purchase agreement in August 2024 to acquir... (4 pages)View decision -
Decision Reference DRN-5957248
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5957248 The complaint Mr K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (11 pages)View decision