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-5881745
7 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5881745 The complaint Mr B complains PayPal UK Ltd have unfairly defaulted his credit account with them. What happened As I understand it, Mr B had a PayPal Credit account with a limit of £2,600. The account fell into arrears and a default was registered on 5 June 2025. Mr B says he... (2 pages)View decision -
Decision Reference DRN-5866446
7 Jan 2026 VANGUARD ASSET MANAGEMENT, LTD. Not upheldPensions and AnnuitiesDRN-5866446 The complaint Mr T has complained that he may have suffered a financial loss through Vanguard Asset Management Ltd, trading as Vanguard, causing an unnecessary delay in processing the transfer to them of a pension he held with another provider. Mr T has also said that Vangu... (4 pages)View decision -
Decision Reference DRN-5957239
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5957239 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (13 pages)View decision -
Decision Reference DRN-6025316
7 Jan 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6025316 The complaint Mr R complains that a car he acquired via a hire purchase agreement with Oodle Financial Services Limited had been misrepresented to him. What happened In January 2022 Mr R acquired a used car via a five-year hire purchase agreement with Oodle. The car was arou... (4 pages)View decision -
Decision Reference DRN-5803157
7 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5803157 The complaint Mrs E complains about the premium increase on her home insurance policy provided by Lloyds Bank General Insurance Limited. What happened Mrs E holds a home insurance policy with Lloyds Bank General Insurance. She made a claim for damage to frozen food in July ... (2 pages)View decision -
Decision Reference DRN-6015283
7 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6015283 The complaint Mr P complains Bank of Scotland plc, trading as Halifax, sent him account statements marked as ‘blind article’ which he thought was either junk or marketing mail. This led to Mr P throwing them away without opening them. Mr P is unhappy Halifax erroneously enla... (3 pages)View decision -
Decision Reference DRN-6019905
7 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6019905 The complaint Mr S complains Bank of Scotland plc trading as Halifax hasn’t let him set up paperless correspondence and continues to send him correspondence to an address which he considers unsafe. What happened The details of this complaint are well known to both parties, s... (2 pages)View decision -
Decision Reference DRN-5980617
7 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5980617 The complaint Mr L complains Admiral Insurance (Gibraltar) Limited unfairly handled a claim under his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Mr L’s vehicle was involved in a minor collision with a t... (3 pages)View decision -
Decision Reference DRN-5965035
7 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5965035 The complaint X has complained about how Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) handled a refund claim they made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. ... (4 pages)View decision -
Decision Reference DRN-5887109
7 Jan 2026 BISL Limited UpheldInsuranceDRN-5887109 The complaint Ms B has complained about the poor service she received from BISL Limited when she tried to update her car insurance policy. What happened In February 2025 Ms B bought a car insurance policy through an online comparison website. BISL is the administrator of the... (3 pages)View decision