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-6054500
28 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-6054500 The complaint Mr R complains that Tandem Motor Finance Limited trading as Tandem refused to let him reject a car. What happened In December 2024 Mr R acquired a second hand car at a cost of £8,995 funded by a hire purchase agreement with Tandem. It was almost six years old a... (3 pages)View decision -
Decision Reference DRN-5935730
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5935730 The complaint Mr K’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... (4 pages)View decision -
Decision Reference DRN-6043709
28 Jan 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6043709 The complaint Mr S complains that James Hay Administration Company Limited (James Hay) caused unnecessary delays to the withdrawal requests he wanted to make in March and April 2025. What happened Mr S has a Self-Invested Personal Pension (SIPP) with James Hay. On 28 August ... (9 pages)View decision -
Decision Reference DRN-6108589
28 Jan 2026 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-6108589 The complaint Miss B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket treated her unfairly by agreeing two loans she couldn’t afford to repay. What happened Between February and April 2025, Quidmarket agreed the following loans: Loan Date Loan amount Term... (5 pages)View decision -
Decision Reference DRN-5830461
28 Jan 2026 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5830461 The complaint Mr A complains that PSI-Pay Ltd didn’t refund payments he made after he was victim of a scam. What happened Mr A had an account with PSI-Pay, provided through its distributor, Pockit. In November and December 2024, Mr A made four payments ranging from £225 to £... (2 pages)View decision -
Decision Reference DRN-6003168
28 Jan 2026 Think Money Limited UpheldBanking and PaymentsDRN-6003168 The complaint Mr L complains Think Money Limited (“Think Money”) treated him unfairly when it wrongly recorded a fraud marker at Cifas. He says this caused him significant trouble and upset and it should compensate him fairly. What happened Below is a summary of events. Mr ... (2 pages)View decision -
Decision Reference DRN-5914481
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5914481 The complaint Ms D complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both part... (3 pages)View decision -
Decision Reference DRN-5979655
28 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5979655 The complaint Mr B complains that AXA Insurance UK Plc (AXA) unfairly retained his motor insurance policy premium following his request to cancel the policy. What happened The circumstances of this case are known to both parties, but in summary Mr B has a motor insurance pol... (2 pages)View decision -
Decision Reference DRN-5821328
28 Jan 2026 Rooster Financial Services Ltd Not upheldInsuranceDRN-5821328 The complaint Mr B complains that Rooster Financial Services Ltd (“Rooster”) didn’t tell him about the nature of his monthly payments for his car insurance policy and disagreed with the amount it says he owes. What happened Mr B bought a car insurance policy via Rooster, whi... (2 pages)View decision -
Decision Reference DRN-5834410
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5834410 The complaint Mrs B complains that Monzo Bank Ltd have failed to refund money she says she lost to a scam. Mrs B is being supported in making the complaint by a legal representative but, for ease, I’ll only refer to Mrs B below. What happened The details of this complaint ... (2 pages)View decision