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 392389 results
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Decision Reference DRN-6066411
29 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6066411 The complaint Mrs R complains that Clydesdale Bank Plc trading as Virgin Money has treated her unfairly by failing to monitor her credit card account and meet its persistent debt obligations. What happened In September 2022 Virgin Money agreed a £7,600 credit card limit. Mrs... (3 pages)View decision -
Decision Reference DRN-6072631
29 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6072631 The complaint Mr B complains that Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr B says that someone he knew told him about an investment opportunity with a company I will call ‘C’ which was involved in crypt... (2 pages)View decision -
Decision Reference DRN-5711731
29 Jan 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5711731 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (‘HL’) didn’t complete the transfer of funds from his HL saving account to his selected provider (‘Provider G’) the same day that he made the transfer request. What happened Mr S says he transferr... (3 pages)View decision -
Decision Reference DRN-5907913
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5907913 The complaint Mr and Mrs G complain that Lloyds Bank PLC did not reimburse the funds they say they lost to a scam. What happened Mr and Mrs G were in the process of renovating their house and needed someone to complete some tiling. They got in contact with an individual I wi... (4 pages)View decision -
Decision Reference DRN-6067597
29 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6067597 The complaint Mrs R has complained about the way her motor insurer, AXA Insurance UK Plc (AXA), communicated with her about an accident she was involved in. What happened In December 2024 Mrs R was involved in an accident. Initially, the matter was referred to an Accident M... (2 pages)View decision -
Decision Reference DRN-6114434
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6114434 The complaint Mr and Mrs H’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) de... (6 pages)View decision -
Decision Reference DRN-5916840
29 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5916840 The complaint Mr S’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... (12 pages)View decision -
Decision Reference DRN-6099340
29 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6099340 The complaint Mr T has complained that NewDay Ltd trading as John Lewis Credit Card “NewDay” declined his claim for money back in relation to a set of wheel refurbishments. What happened The facts in this case are not disputed so I’ll only briefly set them out here. Mr T sa... (3 pages)View decision -
Decision Reference DRN-6055241
29 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6055241 The complaint Mr N complains that Aviva Insurance Limited refused to authorise necessary repairs to his car after it was stolen and suffered damage. What happened Mr N and his partner, Miss S, own a prestige car. Miss S has finance on the car. Mr N insured it with Aviva and... (3 pages)View decision -
Decision Reference DRN-5916998
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5916998 The complaint Mr R and Mrs R’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’) and (... (14 pages)View decision