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 401363 results
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Decision Reference DRN-5603982
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5603982 The complaint Mrs S complains that Barclays Bank UK PLC trading as Tesco Bank failed to issue a notice of sum in arrears (NOSIA), defaulted her credit card account and passed it to a debt purchaser. Mrs S is represented by Mr R but for ease I’ll refer to Mrs S. What happen... (3 pages)View decision -
Decision Reference DRN-5866135
12 Dec 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5866135 The complaint Mrs R complains that Home Retail Group Card Services Limited trading as Argos Card (“HRG”) has charged her extortionate interest under a credit agreement she held with them. What happened Mrs R held a store card account with HRG. In March 2025, she complained t... (2 pages)View decision -
Decision Reference DRN-5716177
12 Dec 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5716177 The complaint A company, which I’ll refer to as G, complains that PayrNet Limited (“ANNA Money”) is holding it liable for unauthorised payments. Mr and Mrs C, who are directors of G, bring this complaint on G’s behalf. What happened On 25 November 2023, Mr C received a call ... (4 pages)View decision -
Decision Reference DRN-5749038
12 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5749038 The complaint Mr A complains about the conduct of Specialist Motor Finance Limited (“SMF”) in relation to a hire purchase agreement he took out with them. He says their representatives and appointed collection agents were threatening and disrespectful which caused him distre... (3 pages)View decision -
Decision Reference DRN-6008668
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6008668 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 1974 ... (13 pages)View decision -
Decision Reference DRN-6002124
12 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-6002124 The complaint Miss K complains about delays with a product switch for her buy to let mortgage with The Mortgage Works (UK) Plc. She asks for compensation. What happened Miss K has a buy to let mortgage with TMW. Her interest rate product was due to expire at the end of Septe... (2 pages)View decision -
Decision Reference DRN-5938991
12 Dec 2025 Alexanders Not upheldPensions and AnnuitiesDRN-5938991 The complaint Mr B complains that Alexanders gave him unsuitable advice in 1998 to transfer the defined benefits held in an occupational pension scheme (‘OPS’). He says that he will likely suffer a loss in retirement benefits. What happened In 1998 Mr B received a recommenda... (4 pages)View decision -
Decision Reference DRN-5113262
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5113262 The complaint Mr O complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr O had been aware of investing in cryptocurrency througho... (3 pages)View decision -
Decision Reference DRN-6019087
12 Dec 2025 Trading 212 UK Limited UpheldBanking and PaymentsDRN-6019087 The complaint Mr M complains about Trading 212 UK Limited’s (Trading 212) handling of his individual savings account (ISA) transfer. What happened Mr M held an ISA with Trading 212. He requested a transfer to another bank, which I’ll refer to as P. P then asked Trading 212 ... (3 pages)View decision -
Decision Reference DRN-5849007
12 Dec 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5849007 The complaint Mr N complains that Tesco Underwriting Limited unfairly handled a claim under his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr N was involved in a road traffic accident in January 2025 a... (3 pages)View decision