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 4755 results
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Decision Reference DRN6016691
22 May 2014 Santander UK Plc Not upheldBanking and creditMrs F says that Santander UK Plc trading as Cahoot acted unfairly in three ways, specifically:-when it increased the interest rate on his flexible loan;-when it withdrew a facility to enable her to borrow further money. She also says that her credit files shows that she has available c... (4 pages)View decision -
Decision Reference DRN-4944903
6 Mar 2025 ITI Capital Limited Not upheldInvestmentsDRN-4944903 The complaint Mr A complains about ITI Capital Limited (ITI Capital). He said he has been unable to access or decide what to do with shares in a company that it holds for him. Mr A said ITI Capital should give him his shares back or pay compensation equivalent to their worth... (3 pages)View decision -
Decision Reference DRN-4891115
19 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4891115 The complaint Miss W complains that Barclays Bank UK PLC trading as Barclaycard hasn’t added her 100,000 Avios points welcome offer to her account. What happened In October 2022 Barclaycard were running an Avios points promotional offer. The terms of the offer were as follow... (4 pages)View decision -
Decision Reference DRN-5925136
10 Nov 2025 Care by Volvo Car UK Limited Not upheldConsumer CreditDRN-5925136 The complaint Mr O is unhappy with how Volvo Car UK Limited dealt with the collection of a car they’d supplied to him under a hire agreement. What happened In January 2022, Mr O was supplied with a new car through a hire agreement with Volvo. The agreement was for 36 months... (3 pages)View decision -
Decision Reference DRN-2319353
12 Mar 2021 Vitality Life Limited Not upheldInsuranceDRN-2319353 The complaint Mr S has complained about Vitality Life Limited’s decision to terminate his claim under his income protection insurance policy. What happened Mr S was a self-employed financial adviser. He held an income protection insurance policy with Vitality. The policy, after... (3 pages)View decision -
Decision Reference DRN-5799447
15 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5799447 The complaint Mr S complains about Clydesdale Financial Services Limited (‘CF’) defaulting his loan accounts. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (4 pages)View decision -
Decision Reference DRN-2823432
10 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2823432 The complaint Miss D complains that Barclays Bank UK Plc did not help recover the money she paid to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will provid... (4 pages)View decision -
Decision Reference DRN-5836613
12 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5836613 The complaint Mr A has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), rejected a claim he made on his policy and said he had made a misrepresentation with regards to the ownership of the vehicle. Mr A’s complaint was referred to u... (4 pages)View decision -
Decision Reference DRN2806495
20 Apr 2015 MD Insurance Services Ltd UpheldInsurance (excluding PPI)A New Homes Warranty was cancelled without MD Insurance Services Ltd (“MDIS”) contacting Mr B first and the refund that was offered was too little.backgroundI issued a provisional decision in March 2015. An extract is attached and forms part of this final decision.In r... (4 pages)View decision -
Decision Reference DRN-3585674
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3585674 The complaint Mrs G complains that HSBC UK Bank Plc are trying to force her to use technology she does not wish to use in order to verify that her online transactions are genuine. What happened HSBC informed Mrs G that new payment regulations had been introduced to keep custome... (3 pages)View decision