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-5943241
11 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5943241 The complaint Mr and Mrs J are unhappy that Barclays Bank UK PLC won’t reimburse them in full for the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to the parties involved, so I won’t repeat them all here. But, i... (3 pages)View decision -
Decision Reference DRN-5918996
11 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5918996 The complaint Mr P complains that a car acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘ALPHERA’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of t... (2 pages)View decision -
Decision Reference DRN-5408065
11 Dec 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5408065 The complaint Mr S complains that AIG Life, now Aviva Protection UK Limited (Aviva) didn’t send him the forms he requested for his life insurance policy, so he chose to cancel it. Mr S wants a refund of all the premiums he paid during this time. What happened Mr S took out a... (2 pages)View decision -
Decision Reference DRN-4611823
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4611823 The complaint Mr and Mrs O’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)... (11 pages)View decision -
Decision Reference DRN-5940828
11 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5940828 The complaint Ms I has complained about how Aviva Insurance Limited handled her motor insurance claim. What happened Ms I’s car was accidentally damaged, so she made a claim on her Aviva motor insurance policy. Following the involvement of our Service, Aviva agreed to accept... (2 pages)View decision -
Decision Reference DRN-5647637
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5647637 The complaint Miss T complains Lloyds Bank PLC unfairly closed her accounts and recorded adverse information on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss T held a Lloyd... (4 pages)View decision -
Decision Reference DRN-6005755
11 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6005755 The complaint Mrs S complains that Clydesdale Bank Plc trading as Virgin Money lent to her irresponsibly. What happened Mrs S applied for and received, the following credit card2 from Virgin Money. Date Event Credit limit September 2013 Account opening £5,000November 2014 L... (3 pages)View decision -
Decision Reference DRN-6012293
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6012293 The complaint X’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (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 1974 (as amended) (the ‘... (13 pages)View decision -
Decision Reference DRN-5940420
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5940420 The complaint X complains that HSBC UK Bank Plc unfairly closed his accounts. What happened X complained to HSBC following the closure of his accounts in September 2024. He’s unhappy this was carried out without an explanation. X also complains about some service issues he e... (2 pages)View decision -
Decision Reference DRN-6014235
11 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6014235 The complaint Mrs S complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). Mrs S has been represented on this complaint. But to keep things simple I will only refer t... (7 pages)View decision