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-6013787
27 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6013787 The Complaint Ms M’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 her under Section 140A of the Consumer Credit... (14 pages)View decision -
Decision Reference DRN-6065659
27 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6065659 The complaint Mr K complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) reduced his credit card limit without notice, explanation or regard for his personal circumstances. He’s unhappy his account was then closed. Mr K seeks compensation for his distres... (3 pages)View decision -
Decision Reference DRN-5908954
27 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5908954 The complaint Ms J complains about Red Sands Insurance Company (Europe) Limited’s decline of her travel insurance claim and about its service. My references to Red Sands include its agent. What happened Ms J had single trip travel insurance for her and her children. The in... (3 pages)View decision -
Decision Reference DRN-5886171
27 Jan 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5886171 The complaint Mrs S complains about the settlement figure from Zurich Assurance Ltd on a joint life assurance policy she held with her late husband (Mr S). What happened Mrs S took out a life assurance policy with her late husband in 1994. I was very sorry to hear that Mrs S... (2 pages)View decision -
Decision Reference DRN-5864017
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5864017 The complaint Mr C complains that Revolut Ltd is refusing to refund him the amount he says he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this co... (2 pages)View decision -
Decision Reference DRN-6105696
27 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6105696 The complaint Mr O complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund transactions he didn’t recognise and experienced poor customer service. What happened Mr O had been travelling abroad and was reviewing his spending when he noticed a num... (5 pages)View decision -
Decision Reference DRN-5780849
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5780849 The complaint Mr M is complaining about Lloyds Bank PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. In short, he was tricked into purchasing cryptocurrency that he then transferred to the... (3 pages)View decision -
Decision Reference DRN-6094045
27 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-6094045 The complaint Mr M complains about how Toyota Financial Services (UK) PLC (“TFS”) handled a resolution of a complaint he had with them about a car supplied using a hire purchase agreement. What happened In September 2023, Mr M acquired a used car using a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5798255
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5798255 The complaint Mrs H complains that Revolut Ltd (Revolut) is refusing to refund her the amount she says she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened The backgr... (2 pages)View decision -
Decision Reference DRN-5798261
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5798261 The complaint Mrs H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she says she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout ... (2 pages)View decision