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
-
Decision Reference DRN-6029322
9 Jan 2026 Zopa Bank Limited UpheldBanking and PaymentsDRN-6029322 The complaint Mr S complains about the level of service he received from Zopa Bank Limited in relation to a credit card application. What happened In March 2025, Mr S submitted a credit card application online. Before it could process the application, Zopa said it needed som... (3 pages)View decision -
Decision Reference DRN-5829883
9 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5829883 The complaint Mr O’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 them under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-5924360
9 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5924360 The complaint A company, which I’ll refer to as L, complains that Lloyds Bank Plc gave incorrect information to its then director, Miss K, about Miss K’s liability for L’s debts. Miss K says that led to L incurring additional costs. L is now in liquidation, and the liquidat... (3 pages)View decision -
Decision Reference DRN-5939103
9 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5939103 The complaint Mr C complained to Barclays Bank UK PLC trading as Tesco Bank that his Tesco Bank loan was provided irresponsibly. He wants the loan provided in June 2024 written off. Mr C is represented by a family member but for ease of reference I have referred to Mr C thro... (3 pages)View decision -
Decision Reference DRN-5992278
9 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5992278 The complaint Mr C has complained that Vanquis Bank Limited were irresponsible in opening a credit card account. What happened Vanquis provided Mr C with a credit card in February 2025 with a limit of £1,500. Mr C says this was irresponsible. He says the checks carried out w... (3 pages)View decision -
Decision Reference DRN-5734563
9 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5734563 The complaint Mr and Mrs E complain that THE CO-OPERATIVE BANK P.L.C. (‘Co-Op’) hasn’t reimbursed the money they believe they lost to an authorised push payment (‘APP’) scam. What happened Mr and Mrs E’s vehicle had failed an MOT; the engine failed the emissions test as the... (6 pages)View decision -
Decision Reference DRN-5846453
9 Jan 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5846453 The complaint Ms F complains about SCOTTISH WIDOWS LIMITED (Scottish Widows). She’s unhappy with the service she received when she tried to update the address Scottish Widows held for her. What happened Ms F holds a pension policy with Scottish Widows. On 29 May 2025, she s... (3 pages)View decision -
Decision Reference DRN-5991800
9 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5991800 The complaint Mr E is unhappy with how Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) dealt with his claim for a transaction on his credit card. He is also unhappy with the service he received from Barclaycard. What happened The parties are familiar with the bac... (5 pages)View decision -
Decision Reference DRN-6062315
9 Jan 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6062315 The complaint Mr L has complained that Great Lakes Insurance UK Limited incorrectly recorded his age when he took out an annual travel insurance policy, thereby potentially invalidating the cover. What happened Mr L purchased the policy online on 16 June 2024. During the on... (2 pages)View decision -
Decision Reference DRN-5960828
9 Jan 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5960828 The complaint Mrs M’s complained that the price increases Pinnacle Insurance Limited made to her pet insurance policies were unfair. What happened Mrs M owns two dogs, for each of whom she has pet insurance with Pinnacle. As is usual with policies like this, cover renews an... (2 pages)View decision