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
-
Decision Reference DRN-5952596
7 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952596 The complaint Mrs J complains that HSBC UK Bank Plc won’t reimburse her after she made payments towards an investment that she now considers to have been a scam. Mrs J is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissi... (5 pages)View decision -
Decision Reference DRN-6054749
7 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6054749 The complaint Mr T complains about how Starling Bank Limited (Starling) handled his request to chargeback a transaction. What happened In July 2025, Mr T made a £236 payment to a merchant for tickets using his Starling debit card. Mr T says at the time of the booking he was ... (4 pages)View decision -
Decision Reference DRN-5919802
7 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5919802 The complaint Mr S complains that Santander UK Plc (‘Santander’) moved his credit card payment date and unfairly applied a late payment marker to his credit file. Mr S wants his credit file amending. What happened Mr S took out a new credit card with Santander at the end of ... (3 pages)View decision -
Decision Reference DRN-5952570
7 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952570 The complaint Mrs J and Mr M complain that HSBC UK Bank Plc won’t reimburse them after they made a payment towards an investment that they now consider to have been a scam. Mrs J and Mr M are professionally represented in bringing their complaint, but for ease of reading I’l... (4 pages)View decision -
Decision Reference DRN-6019588
7 Jan 2026 Bradford & Bingley Limited Not upheldInsuranceDRN-6019588 The complaint Mr S is unhappy that Bradford & Bingley Limited (B&B) mis-sold him an income protection policy. What happened In 1999, Mr S took out an income protection policy, following advice provided by B&B. Income protection policies were previously known as ... (3 pages)View decision -
Decision Reference DRN-6059822
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6059822 The complaint Ms C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Ms... (2 pages)View decision -
Decision Reference DRN-6059803
7 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6059803 The complaint Mr R’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 them under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5764204
7 Jan 2026 Klarna Financial Services UK Limited Not upheldConsumer CreditDRN-5764204 The complaint Mr E complains that Klarna Financial Services UK Limited (“Klarna”) irresponsibly provided him with a point of sale loan with a third party for £1,020 which he couldn’t afford and that it has reported a subsequent default on his credit file. What happened The ... (2 pages)View decision -
Decision Reference DRN-6059738
7 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6059738 The complaint Mr and Mrs K’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)... (13 pages)View decision -
Decision Reference DRN-6044645
7 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6044645 The complaint Miss F complains that U K Insurance Limited (“UKI”) lost some of her personal belongings when it was storing her car after a claim on her car insurance policy. What happened Miss F had a motor insurance policy with UKI covering her car. In April 2025 she was in... (4 pages)View decision