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-6003460
20 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6003460 The complaint Mr C complains about how Clydesdale Bank Plc trading as Virgin Money handled the claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dis... (4 pages)View decision -
Decision Reference DRN-6086905
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6086905 The complaint Mr S has complained about how HSBC UK Bank Plc (HSBC) handled a refund claim he made to them. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the rea... (3 pages)View decision -
Decision Reference DRN-6061890
20 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6061890 The complaint Mr L is unhappy that FIRST RESPONSE FINANCE LIMITED (First Response) recorded a default on his credit file after he returned the car provided to him under a hire purchase agreement. What happened In August 2024 Mr L was supplied with a used car through a hire p... (4 pages)View decision -
Decision Reference DRN-6022602
20 Jan 2026 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-6022602 The complaint Ms L complains about the interest rate charged on her mortgage with Mortgage Agency Services Number Five Limited (MAS5) from when her fixed rate ended in 2009. She says it was too high and has caused her a financial loss. Ms L’s complaint has been brought to us... (6 pages)View decision -
Decision Reference DRN-6053494
20 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6053494 The complaint Mr W complains that a vehicle acquired through a hire purchase agreement financed by MONEYBARN NO.1 LIMITED (‘Moneybarn’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summ... (3 pages)View decision -
Decision Reference DRN-6073661
20 Jan 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6073661 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Financial Services (‘MBFS’) was of an unsatisfactory quality. What happened In June 2023, Mr O was supplied wi... (4 pages)View decision -
Decision Reference DRN-6057669
20 Jan 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6057669 The complaint Miss B and Miss V complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. Reference to IPA includes its agents. What happened Miss B and Miss V had a single trip travel insurance policy underwritten by IPA. T... (3 pages)View decision -
Decision Reference DRN-6076913
20 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6076913 The complaint Miss K complains that Tesco Underwriting Limited (“Tesco”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2012. Miss K says that... (3 pages)View decision -
Decision Reference DRN-5759689
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5759689 The complaint Mr V complains that Revolut Ltd won’t refund money he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In July 2025 Mr V was contacted by a person claiming to work for h... (4 pages)View decision -
Decision Reference DRN-5836484
20 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5836484 The complaint Mr C is unhappy with several aspects of the service he received from American Express Services Europe Limited, trading as American Express (“AmEx”). What happened On 18 March 2025, Mr C contacted AmEx via live chat and agreed to downgrade his account to a fee-f... (3 pages)View decision