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-6143092
10 Feb 2026 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-6143092 The complaint Mr M’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 him under Section 140A of the Consumer Credit... (5 pages)View decision -
Decision Reference DRN-6114464
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6114464 The complaint Mrs K complains National Westminster Bank PLC (NatWest) didn’t credit £535 cash she paid into her account at a branch. What happened Mrs K explained she visited a branch of NatWest and paid in £535 cash and also paid in a cheque for £11.60. Mrs K explained how ... (3 pages)View decision -
Decision Reference DRN-6039576
10 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6039576 The complaint Miss E has complained about how Barclays Bank UK PLC (Barclays) handled her request to chargeback a transaction. What happened In October 2024, Miss E made a £249.32 payment to an airline, for return flight tickets, using her Barclays debit card. Miss E said ... (3 pages)View decision -
Decision Reference DRN-5956517
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5956517 The complaint Miss M’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 her under section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-6068003
10 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6068003 The complaint Mr M has complained American Express Services Europe Limited, trading as American Express, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr M has had a credit relationship with American Express since 1987 and ha... (3 pages)View decision -
Decision Reference DRN-6092445
10 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6092445 The complaint Mr D has complained that Wise Payments Limited trading as Wise (“Wise”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr D was contacted v... (3 pages)View decision -
Decision Reference DRN-5847034
10 Feb 2026 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5847034 The complaint Mr T complains about AA Underwriting Insurance Company Limited’s (“AA”) handling of his home insurance claim following an escape of water; his complaints include delays and the settlement amount offered. AA is the underwriter of this policy i.e. the insurer. P... (4 pages)View decision -
Decision Reference DRN-6093729
10 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6093729 The complaint Ms K has complained J. P. Morgan Europe Limited, trading as Chase, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In January 2025 Chase contacted Ms K to query a payment of £1,300 she’d received the previous Octo... (3 pages)View decision -
Decision Reference DRN-6047126
10 Feb 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6047126 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) provided conflicting and erroneous information in relation to his pension, and have prevented him from transferring to an Australian QROPs scheme which he states is having an impact on his retirem... (5 pages)View decision -
Decision Reference DRN-6096973
10 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6096973 The complaint Mr C complains Admiral Insurance (Gibraltar) Limited (Admiral) has declined the claim he made under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In March 2025 Mr... (4 pages)View decision