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-5761740
28 Jan 2026 My Finance Club Limited Not upheldConsumer CreditDRN-5761740 The complaint Mr W complains that My Finance Club Limited trading as Fazaty (“MFC”) gave him a loan with gathering sufficient evidence of his financial situation. What happened In May 2024, Mr W was given a loan for £400 which was to be repaid 60 days later (in July 2024) w... (4 pages)View decision -
Decision Reference DRN-6089773
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089773 The complaint Mr R’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 Cred... (14 pages)View decision -
Decision Reference DRN-5778961
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5778961 The complaint A company, which I’ll call T, complains that Barclays Bank UK Plc declined its application for a business loan and overdraft. T also complains that Barclays Bank UK Plc wouldn’t accept an application for a Bounce Back Loan because the scheme had ended. What ha... (2 pages)View decision -
Decision Reference DRN-6083222
28 Jan 2026 INTEGRITY INSURANCE SERVICES LTD UpheldMortgagesDRN-6083222 The complaint Mr E complains that Integrity Insurance Services Ltd failed to inform a prospective lender of essential information relating to the property he wanted to purchase at mortgage application stage. He says that failure led to the lender offering him a mortgage it w... (4 pages)View decision -
Decision Reference DRN-5773055
28 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5773055 The complaint The estate of Mrs D complains TSB Bank plc has lost a sealed package left in its custody which contained important and irreplaceable documents. What happened Mrs D and her husband trusted TSB to keep a sealed package of important and irreplaceable documents saf... (3 pages)View decision -
Decision Reference DRN-5850206
28 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5850206 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss B was approved for a Virgin Money credit card in May 2021, with a £10,400 credit limit. Miss B says this was irresponsibly lent to her. She says she ... (3 pages)View decision -
Decision Reference DRN-6103607
28 Jan 2026 PREMIUM CHOICE LIMITED UpheldInsuranceDRN-6103607 The complaint Miss H is complaining PREMIUM CHOICE LIMITED trading as A Choice didn’t give her enough information when she called to report an accident and make a claim on her car insurance policy. What happened The facts of this complaint are well known to all parties, so I... (3 pages)View decision -
Decision Reference DRN-5914102
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5914102 The complaint Mr C complains that Nationwide Building Society irresponsibly reinstated his overdraft after his account should’ve been closed. When I refer to what Mr C or Nationwide have said or done, it should also be taken to include things said or done on their behalf. W... (3 pages)View decision -
Decision Reference DRN-6039701
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6039701 The complaint A company I shall refer to as C complains HSBC UK Bank Plc unreasonably closed their business account. They’d like to be compensated for the disruption this caused. C is represented by Mr J, who is a director. What happened C held accounts with HSBC. In March... (2 pages)View decision -
Decision Reference DRN-5773833
28 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5773833 The complaint Mrs K and Mr K are complaining that Santander UK Plc didn’t do enough to prevent their loss to a scam. They are represented in their complaint by a family member, but for ease I’ll refer to Mrs K and Mr K here. What happened On 4 June 2025 Mrs K and Mr K fell v... (3 pages)View decision