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
-
Decision Reference DRN-6021349
28 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6021349 The complaint Mr H complains that First Response Finance Limited (“First Response”) failed to act fairly and reasonably towards him when entering into a hire purchase agreement with him. He said First Response failed to disclose the commission it paid to the motor dealer th... (3 pages)View decision -
Decision Reference DRN-5773586
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5773586 The complaint Mr R complains that Barclays Bank UK PLC blocked and then closed his account without providing any reason or giving him proper notice. What happened Mr R says that, in early March 2025, he noticed that he was unable to access his account through the Barclays ba... (2 pages)View decision -
Decision Reference DRN-6062809
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6062809 The complaint This complaint is brought by the Estate of Mr M which engaged the services of a professional representative (“PR”) to help raise a number of concerns. I was sorry to learn that Mr M himself passed away in 2019. The estate of Mr M alleges that Shawbrook Bank Lim... (5 pages)View decision -
Decision Reference DRN-5939421
28 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5939421 The complaint Mrs N complains that National Westminster Bank Public Limited Company (NatWest) closed her account. What happened Mrs N had an account with NatWest. In September 2020, NatWest decided to close Mrs N’s account. Mrs N doesn’t think this was fair. She also says th... (2 pages)View decision -
Decision Reference DRN-5858775
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5858775 The complaint Miss P has complained about the way Barclays Bank UK PLC trading as Barclaycard (“Barclays”) dealt with a claim in relation to a surgical procedure she paid for using her credit card. What happened The circumstances of the complaint are well known to the parti... (4 pages)View decision -
Decision Reference DRN-5943775
28 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5943775 The complaint Mr D complains that Zopa Bank Limited irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In August 2023, Mr D applied for a loan with Zopa which he said would be used for debt consolidation. He borrowed £7,000 and was r... (3 pages)View decision -
Decision Reference DRN-6003639
28 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6003639 The complaint Mr B complains that HSBC UK Bank Plc won’t reimburse him after he made payments towards an investment that he now considers to have been a scam. Mr B is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions... (4 pages)View decision -
Decision Reference DRN-6110359
28 Jan 2026 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-6110359 The complaint Mr and Mrs H complain that ARAG Legal Expenses Insurance Company Limited withdrew cover for Mrs H’s legal expenses insurance claim. What happened Mr and Mrs H hold legal expenses cover with ARAG through Mr H’s home insurance. Mrs H injured her ankle after trip... (4 pages)View decision -
Decision Reference DRN-5855278
28 Jan 2026 Assurant General Insurance Limited UpheldInsuranceDRN-5855278 The complaint Mr M has complained that Assurant General Insurance Limited unreasonably and unfairly refused his claim under his mobile phone insurance policy when he lost his mobile phone. What happened Mr M went to buy a couple of things on his moped. He had put his shoppi... (3 pages)View decision -
Decision Reference DRN-6113107
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6113107 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (a... (12 pages)View decision