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 388057 results
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Decision Reference DRN-5791269
13 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5791269 The complaint Mr D complains that MBNA Limited (‘MBNA’) didn’t act on his instruction to change his address on his credit card accounts. Mr D wants MBNA to record his change of address, apologise and pay him compensation for his distress and inconvenience. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5902570
13 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5902570 The complaint Mr K is unhappy that Aviva Insurance Limited (Aviva) declined his mobile phone insurance claim. What happened Mr K has a mobile phone insurance policy through his bank current account provider. The policy is underwritten by Aviva. On 14 March 2025, Mr K submitt... (2 pages)View decision -
Decision Reference DRN-5958801
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5958801 The complaint Mrs C’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 her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-6073818
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6073818 The complaint Mrs D complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her und... (11 pages)View decision -
Decision Reference DRN-5928022
13 Jan 2026 Sytner Group Limited Not upheldInsuranceDRN-5928022 The complaint Mrs M complains that Sytner Group Limited (“Sytner”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning commission. Mrs M’s compl... (5 pages)View decision -
Decision Reference DRN-6074386
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074386 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (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... (11 pages)View decision -
Decision Reference DRN-6002699
13 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6002699 The complaint Ms C complains about issues with the management of a finance agreement she has with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of som... (3 pages)View decision -
Decision Reference DRN-6034030
13 Jan 2026 Connect IFA Ltd Not upheldMortgagesDRN-6034030 The complaint Mr U and Ms U complain that when they asked Connect IFA Ltd trading as Connect Mortgages to apply for a mortgage for them, Connect gave incorrect information to the lender – which led to the lender reporting Mr U to CIFAS, a fraud prevention database. What happ... (4 pages)View decision -
Decision Reference DRN-5740060
13 Jan 2026 Landmark Mortgages Limited Not upheldMortgagesDRN-5740060 The complaint Mr C complains about how his mortgage lender, Landmark Mortgages Limited, has treated him when he experienced financial difficulty. What happened Mr C has a mortgage with Landmark. Unfortunately, he lost his job in 2022, and the mortgage began to fall into arre... (3 pages)View decision -
Decision Reference DRN-5709897
13 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5709897 The complaint Mr K is unhappy with the actions taken by Clydesdale Bank Plc, trading as Virgin Money, as the receiving bank, when he sent money to one of its customers as the result of a scam. What happened Mr K’s represented throughout this complaint, for ease I’ll refer a... (2 pages)View decision