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-6207906
31 Mar 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6207906 The complaint Mr L complains that Jaja Finance Ltd (Jaja) acted irresponsibly when they agreed to lend to him. What happened In November 2024, Mr L successfully applied for a credit card with Jaja with a credit limit of £1,800. Mr L does not think the checks which Jaja carr... (3 pages)View decision -
Decision Reference DRN-6264833
31 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6264833 The complaint Mr K complains about Barclays Bank UK PLC trading as Tesco Bank’s response to a claim he sought to make against it under connected lender liability provisions set out in section 75 of the Consumer Credit Act 1974 (“CCA”). Mr K is assisted in bringing his claim ... (4 pages)View decision -
Decision Reference DRN-6157985
31 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6157985 THE COMPLAINT The estate of the late Mr Y (“the Estate”) has raised a complaint about NewDay Ltd (“NewDay”). WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will provide a... (2 pages)View decision -
Decision Reference DRN-6250679
31 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6250679 The complaint Mr A complains that TSB Bank plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-6000234
31 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6000234 The complaint Mr W argues that Lloyds Bank PLC treated him unfairly when he tried to recover the funds paid on overseas gambling transactions. The payments were made using his Lloyds Bank PLC credit card. What happened In late November 2024 and early January 2025 Mr W made a... (5 pages)View decision -
Decision Reference DRN-6112997
31 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6112997 The complaint Mr T’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) acted unfairly and unreasonably by (1) declining to meet his claim in misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and... (14 pages)View decision -
Decision Reference DRN-6266154
31 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6266154 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’) and (2) dec... (11 pages)View decision -
Decision Reference DRN-6055364
31 Mar 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6055364 Complaint Mr and Mrs H complain that the Co-operative Bank Plc (“the Co-op”) didn’t reimburse them after they reported falling victim to a scam. Background In 2019, Mr and Mrs H decided to invest with a company I will refer to as Company L. The company was raising money by i... (2 pages)View decision -
Decision Reference DRN-6265710
31 Mar 2026 Chubb European Group SE UpheldInsuranceDRN-6265710 The complaint Mr F complains that Chubb European Group SE unfairly declined his jewellery insurance claim after his watch was stolen. What happened Mr F owned an expensive watch. It was insured under a jewellery insurance policy underwritten by Chubb. In July 2025, Mr F tr... (5 pages)View decision -
Decision Reference DRN-6129167
31 Mar 2026 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-6129167 The complaint Ms G has complained that Interactive Investor Services Limited (‘IISL’) are not treating her fairly regarding the pension she inherited from her late husband. Due to the nature of the investments held within the pension at the time Ms G inherited them, Ms G no... (4 pages)View decision