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-5804113
9 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5804113 The complaint Mr B complains that HSBC Bank PLC (HSBC) is pursing him for a debt under a Personal Guarantee (PG) for an overdraft owed by his former business which I will refer to as M. What happened In November 2019, M was granted an overdraft facility of £30,000. Mr B sig... (2 pages)View decision -
Decision Reference DRN-5896407
9 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5896407 The complaint Miss M complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) dealt with a claim for a sofa bed she bought using a fixed sum loan agreement. What happened The parties are familiar with the background of this complaint... (3 pages)View decision -
Decision Reference DRN-6046056
9 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6046056 The complaint Mrs P complains MBNA Limited irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Mrs P opened a credit card account with MBNA on 10 December 2012 with an initial ... (5 pages)View decision -
Decision Reference DRN-6068063
9 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6068063 The complaint Mr and Mrs S’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 (2)... (7 pages)View decision -
Decision Reference DRN-5761464
9 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-5761464 The complaint Ms A complains that a car acquired under a hire purchase agreement with Startline Motor Finance Limited (“Startline”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this complaint so I... (4 pages)View decision -
Decision Reference DRN-5948027
9 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5948027 The complaint Mrs C has complained that Barclays Bank UK PLC (“Barclays”) have not been transparent on how it decides which of its Premier customers can receive VIP experiences. What happened Mrs C requested Barclays provide her with free tickets to a box at the O2 – which i... (3 pages)View decision -
Decision Reference DRN-5820869
9 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5820869 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (AESEL) defaulted his credit card account. What happened Mr B had a credit card account with AESEL. He got into difficulties making repayments to the account because he sa... (2 pages)View decision -
Decision Reference DRN-5976810
9 Jan 2026 Haven Insurance Company Limited Not upheldInsuranceDRN-5976810 The complaint Mr A complains about Haven Insurance Company Limited’s handling of his motor insurance claim. What happened In September 2025, Mr A made a claim under his motor insurance policy with Haven after his car was damaged in an accident involving another driver. Haven... (3 pages)View decision -
Decision Reference DRN-6067617
9 Jan 2026 Hilbert Investment Solutions Ltd UpheldInvestmentsDRN-6067617 The complaint Mr H invested in a Bond issued by an unregulated business in an Individual Savings Account (“ISA”) with Hilbert Investment Solutions Ltd (“Hilbert”). The money invested in the Bond was not repaid to Mr H at maturity in 2022. Mr H holds Hilbert responsible for... (22 pages)View decision -
Decision Reference DRN-6063706
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6063706 The complaint Mr O complains that, over a number of years, Barclays Bank UK PLC failed to intervene when he was using his account for high, frequent and sustained gambling. What happened Mr O raised a complaint with Barclays in May 2025. He said that Barclays failed to inter... (3 pages)View decision