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-4687070
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4687070 The complaint The estate of 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 it under Section 140A of the Co... (10 pages)View decision -
Decision Reference DRN-5956937
20 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5956937 The complaint Mr A complains Barclays Bank UK PLC has not provided the support it promised in a phone call in November 2024 and that it contacted him a number of times when he was in the Breathing Space scheme. What happened In 2014, Mr A took out his mortgage with Barclays ... (4 pages)View decision -
Decision Reference DRN-6052953
20 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6052953 The complaint Mr D complains PayPal UK Ltd trading as Xoom a PayPal Service (Xoom) processed a credit card payment as cash, meaning he was charged by his credit card. What happened Mr D sent a payment using Xoom, and paid with his credit card. Mr D’s credit card provider c... (2 pages)View decision -
Decision Reference DRN-6090242
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090242 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance, (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 19... (13 pages)View decision -
Decision Reference DRN-5791263
20 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5791263 The complaint Miss G complains that Madison CF UK Limited trading as 118 118 Money (‘118’) didn’t identify or investigate a data breach that impacted her. Miss G wants 118 to pay her more compensation and for 118 to change their process. What happened 118 upheld Miss G’s com... (2 pages)View decision -
Decision Reference DRN-6008271
20 Jan 2026 Legal and General Assurance Society Limited Not upheldInsuranceDRN-6008271 The complaint Ms G is unhappy that Legal and General Assurance Society Limited have declined a claim she made for permanent and total disability (PTD) on her life insurance policy. What happened Ms G was injured in an accident over 10 years ago. She claimed on her life insur... (3 pages)View decision -
Decision Reference DRN-6070680
20 Jan 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6070680 The complaint Mrs R complains about how Acromas Insurance Company Limited (“Acromas”) handled a claim under her car insurance policy. When I mention Acromas I also mean the repairers and suppliers it used. Mrs R is represented in her complaint, but for ease I’ll refer to her... (4 pages)View decision -
Decision Reference DRN-6010832
20 Jan 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-6010832 The complaint Miss K’s complaint is that Omni Capital Retail Finance Limited (‘Omni’) unfairly reported missed payments and arrears on her account. What happened In July 2022, Miss K entered into a fixed sum loan agreement with Omni for £3,333. Under the agreement she was re... (4 pages)View decision -
Decision Reference DRN-6090157
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6090157 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr S met someone through a dating site, who introduced him to cryptocurrency trading. Mr S made payments from his HSBC account ... (6 pages)View decision -
Decision Reference DRN-6027105
20 Jan 2026 Unum Ltd UpheldInsuranceDRN-6027105 The complaint Mr W is unhappy with how Unum Ltd handled a request for consideration of a lump sum settlement in relation to an income protection claim. What happened Mr W is the beneficiary of his employer’s group income protection policy. The claim is in payment as Mr W is ... (3 pages)View decision