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 388057 results
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Decision Reference DRN-6068285
9 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6068285 The complaint Mr B’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 Credit... (11 pages)View decision -
Decision Reference DRN-6058187
9 Jan 2026 Fleet Mortgages Ltd UpheldMortgagesDRN-6058187 The complaint P, a limited company, complains about delays with its buy to let mortgage applications to Fleet Mortgages Ltd. P asks that Fleet pays compensation for the costs it incurred as a result of the delays. P is represented by its director, who I’ll refer to as Mr P. ... (3 pages)View decision -
Decision Reference DRN-6059037
9 Jan 2026 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-6059037 The complaint Mr R says Rothesay Life Plc is misquoting his pension benefits making the impact of taking them early look unattractive. He also raises concerns about the service he received. What happened Mr R was a member of an occupational pension scheme between July 1984 a... (4 pages)View decision -
Decision Reference DRN-5796078
9 Jan 2026 RAYMOND JAMES WEALTH MANAGEMENT LIMITED UpheldPensions and AnnuitiesDRN-5796078 The complaint Mr P is unhappy with the service he received from Raymond James Wealth Management Limited trading as Charles Stanley Direct (‘CSD’). He said CSD caused delays in transferring pension benefits to a self-invested personal pension (SIPP) with another provider, caus... (5 pages)View decision -
Decision Reference DRN-6068176
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6068176 The complaint Mr and Mrs J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-6066744
9 Jan 2026 Modulr FS Limited UpheldBanking and PaymentsDRN-6066744 The complaint Miss L complains she was unable to use her card for almost five months due to a series of errors and misunderstandings. What happened Miss L has a HyperJar card which her mother arranged for her. In February 2025 Miss L’s mother complained to HyperJar that her ... (2 pages)View decision -
Decision Reference DRN-5829425
9 Jan 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-5829425 The complaint Mr A has complained that Assurant General Insurance Limited unreasonably refused to deal with his claim under his mobile phone policy when his mobile phone in his bag was stolen. What happened Mr A made a claim to Assurant for the loss/theft of his mobile phon... (3 pages)View decision -
Decision Reference DRN-6067685
9 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6067685 The complaint Mr H is unhappy with the service he received from Bank of Scotland plc, trading as Halifax. What happened Mr H’s Halifax credit card was cancelled due to suspected fraud. Mr H was overseas at the time and was told by Halifax that he could change his address to ... (3 pages)View decision -
Decision Reference DRN-5948769
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5948769 The complaint Mrs P’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 her under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deciding a... (12 pages)View decision -
Decision Reference DRN-5802387
9 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5802387 The complaint Mr R complains Revolut Ltd (“Revolut”) failed to refund him for transactions he says were incorrectly charged on his account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr R says R... (2 pages)View decision