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 391431 results
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Decision Reference DRN-6112286
28 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6112286 The complaint Mr M complains about the service he received from J.P. Morgan Europe Limited trading as Chase (Chase) during two telephone conversations he had with them. What happened Mr M had a bank account with Chase. He attempted to switch accounts to another provider, bu... (3 pages)View decision -
Decision Reference DRN-6020861
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6020861 The complaint Mrs M, who is represented by Mr M, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn refused to let her reject a faulty car. I will refer to Mrs M throughout this decision rather than Mr M since she is the eligible complainant. What happened In Decembe... (3 pages)View decision -
Decision Reference DRN-5831514
28 Jan 2026 Irwell Insurance Company Limited Not upheldInsuranceDRN-5831514 The complaint A company, which I’ll refer to as T, complains that Irwell Insurance Company Limited did not cover in full a claim on its commercial legal protection policy. What happened A former employee took T to an employment tribunal, alleging unfair dismissal and disabil... (3 pages)View decision -
Decision Reference DRN-5888490
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5888490 The complaint Mr W complains that Nationwide Building Society (Nationwide) treated him unfairly when he was trying to undertake some balance transfers on his new credit card. What happened The background to this complaint is well known to all parties so I’ll just give a bro... (4 pages)View decision -
Decision Reference DRN-6070003
28 Jan 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6070003 The complaint Mr B is unhappy that Telefonica UK Limited trading as O2 won’t replace or repair a tablet he bought with a fixed sum loan agreement. What happened In April 2020, Mr B bought a tablet from O2. The tablet cost around £1,400 and Mr B took out a fixed sum loan agre... (3 pages)View decision -
Decision Reference DRN-6109901
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109901 The complaint Mr P’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’), (2) deciding a... (4 pages)View decision -
Decision Reference DRN-6079592
28 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6079592 The complaint Miss B complains about how Santander Consumer (UK) Plc (‘Santander’) has administered a car finance agreement she has with it. She has had problems repaying the account, but she thinks that Santander should have defaulted it at an earlier time, or not at all. S... (4 pages)View decision -
Decision Reference DRN-6039823
28 Jan 2026 Barclays Bank Plc Not upheldInvestmentsDRN-6039823 The complaint Mr M complains that Barclays Bank Plc won’t carry out an off-market transfer for some de- listed shares he holds. What happened In early 2025 Mr M spoke with Barclays about swapping the listing of some of his shares to the Australian Market. Barclays said this ... (2 pages)View decision -
Decision Reference DRN-5766685
28 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5766685 The complaint Mr R is unhappy with U K Insurance Limited trading as Direct Line’s (UKI) decision to decline a claim made under his buildings insurance policy. What happened In April 2025 Mr R made a claim to UKI. He said his kitchen floor appeared to have dropped and he tho... (2 pages)View decision -
Decision Reference DRN-6106107
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6106107 The complaint Ms S complains that the car she acquired through MONEYBARN NO.1 LIMITED wasn’t of satisfactory quality. She wants Moneybarn to cover the cost of repairs or accept her rejection of the car. What happened Ms S entered into a conditional sale agreement in July 202... (3 pages)View decision