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-5999248
20 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5999248 The complaint Mr R complains Advantage Insurance Company Limited (Advantage) unfairly declined to settle his claim on his motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary.... (3 pages)View decision -
Decision Reference DRN-6090031
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6090031 The complaint Ms G complains that Nationwide Building Society (Nationwide) won’t refund the money she’s lost as a result of rogue trader scam. What happened The detailed background to this complaint is well known to both parties and the following is a brief summary of what ... (6 pages)View decision -
Decision Reference DRN-5938797
20 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5938797 The complaint Mr C is unhappy that TSB Bank plc sent him an email about an incomplete savings account application that he says he knew nothing about. He says this caused him unnecessary worry and inconvenience. What happened On 14 July 2025 at 2:45 Mr C received an email fro... (2 pages)View decision -
Decision Reference DRN-5751324
20 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5751324 The complaint Miss F is unhappy about a default applied to her credit file by Fairscore Ltd trading as Updraft (‘Updraft’). What happened Updraft provided Miss F with a loan for £8,900 in April 2022. Miss F started missing her repayments from July 2024, so Updraft sent her ... (2 pages)View decision -
Decision Reference DRN-6087987
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6087987 The complaint Miss C complains that Nationwide Building Society won’t refund money she says she lost when she was the victim of an investment 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. Mi... (2 pages)View decision -
Decision Reference DRN-5712044
20 Jan 2026 Advantage Finance Ltd Not upheldConsumer CreditDRN-5712044 The complaint Miss K says Advantage Finance Ltd (‘Advantage’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. And Advantage hasn’t treated her fairly in respec... (3 pages)View decision -
Decision Reference DRN-5531374
20 Jan 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5531374 The complaint Mr S complains about the way Barclays Bank UK PLC treated his request to port, or transfer, the interest rate product he had on a joint mortgage to a new property in his sole name. He says it misled him and caused delay and he has lost out as a result. What hap... (4 pages)View decision -
Decision Reference DRN-6089931
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6089931 The complaint Mrs K is complaining that Nationwide Building Society hasn’t refunded payments she was tricked into making when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise things here. In sh... (3 pages)View decision -
Decision Reference DRN-5946307
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5946307 The complaint Mr F’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... (11 pages)View decision -
Decision Reference DRN-6044290
20 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6044290 The complaint Mrs T complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to carry out thorough enough financial checks before it approved a credit card account for her. What happened Mrs T says Virgin approved a credit card account for her in September 2024 ... (3 pages)View decision