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-5890478
20 Jan 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5890478 The complaint Miss H says Admiral Financial Services Limited irresponsibly lent to her. What happened In September 2024 Miss H took out a loan for £19,500 from Admiral. The term was 60 months with monthly repayments of £444.78. The APR was 13.6% and the total repayable was £... (3 pages)View decision -
Decision Reference DRN-5944081
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5944081 The complaint Mr W has complained that HSBC UK Bank Plc trading as first direct treated him unfairly when he applied for an overdraft. What happened Mr W applied for a £300 overdraft with First Direct, but was declined. He feels this was unfair, and that it hasn’t been truth... (2 pages)View decision -
Decision Reference DRN-5890987
20 Jan 2026 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5890987 The complaint Mr S complains that he was incorrectly advised by ReAssure Limited (‘ReAssure’) to transfer his pension with his former employer to a personal pension and as a result he has lost out financially. What happened Mr S held a final salary pension with a former emp... (3 pages)View decision -
Decision Reference DRN-5944211
20 Jan 2026 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5944211 The complaint Mr and Mrs G are unhappy with what The National Farmers' Union Mutual Insurance Society Limited did following a claim on their legal expense insurance policy. Although the policy is in joint names as the claim and complaint relate to Mrs G I’ll mainly refe... (4 pages)View decision -
Decision Reference DRN-5740571
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5740571 The complaint Mr T complains that Revolut Ltd will not reimburse the funds he lost to a scam. Mr T is professionally represented, but for ease I have only referred to Mr T in this decision. What happened Mr T sold his business and was looking for an investment opportunity. H... (3 pages)View decision -
Decision Reference DRN-4477200
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4477200 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal 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 Act 1974... (7 pages)View decision -
Decision Reference DRN-5922785
20 Jan 2026 Xbridge Limited UpheldInsuranceDRN-5922785 The complaint Mr and Mrs S are unhappy with what Xbridge Limited did when their landlord legal expenses insurance policy was due for renewal. Although the policy is in joint names as the complaint has been brought by Mr S I’ll mainly refer to him in this decision. What happe... (3 pages)View decision -
Decision Reference DRN-5979916
20 Jan 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5979916 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (Aegon) failed to increase his pension fund value over the last three years. He also complains that Aegon unfairly allowed him to switch into a different investment fund before reversing that switch an... (6 pages)View decision -
Decision Reference DRN-5988847
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5988847 The complaint Mr C’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... (9 pages)View decision -
Decision Reference DRN-6092817
20 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6092817 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (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... (12 pages)View decision