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-6087697
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6087697 The complaint Ms V complains that HSBC UK Bank Plc (HSBC) closed her account despite her request to not do so. What happened Ms V held an account with HSBC who wrote to her home address in Australia in June 2023 explaining that as she hadn’t used the account for over 15 year... (3 pages)View decision -
Decision Reference DRN-5795727
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5795727 The complaint Mr B complains that Revolut have closed his account following payments he received in January 2025. Mr B is unhappy Revolut won’t provide him the exact reason they have closed the account. What happened In March 2025 Revolut contacted Mr B to ask him about two ... (2 pages)View decision -
Decision Reference DRN-6054422
19 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6054422 The complaint Mr A complains that his car insurer, Admiral Insurance (Gibraltar) Limited (Admiral), damaged his car during the course of undertaking insured repairs. Reference to Admiral includes its agents. What happened In March 2024, Mr A’s car was damaged in an accident... (3 pages)View decision -
Decision Reference DRN-5984957
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5984957 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard provided him with an unaffordable credit card and credit limit increases. What happened Barclaycard initially provided Mr W with a credit card in 2000. Details of the credit limits over the years a... (7 pages)View decision -
Decision Reference DRN-5900899
19 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5900899 The complaint Mr W complains that the car he acquired through Toyota Financial Services (UK) PLC, trading as Redline Financial (“TFS”), wasn’t of satisfactory quality. He wants TFS to cover the cost of repair, or to have the credit agreement cancelled and the car returned. W... (4 pages)View decision -
Decision Reference DRN-6089275
19 Jan 2026 Fairmead Insurance Limited Not upheldInsuranceDRN-6089275 The complaint Mr F complains about the way Fairmead Insurance Limited has handled a claim under his legal expenses insurance policy. Where I refer to Fairmead, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mr F... (3 pages)View decision -
Decision Reference DRN-5934463
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5934463 The complaint Mr S complains about the way Lloyds Bank PLC (‘Lloyds’) handled his request for a refund. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr S bought a season ticket for a football club (the ‘club’) i... (2 pages)View decision -
Decision Reference DRN-6089163
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089163 The complaint 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 him under Section 140A of the Consumer Cred... (11 pages)View decision -
Decision Reference DRN-6022597
19 Jan 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6022597 The complaint Mr B complains about the way Zurich Insurance Company Ltd (“Zurich”) dealt with a claim for storm damage made on his home insurance policy. Zurich is the underwriter of this policy, i.e. the insurer. Throughout the claim Mr B was dealing with other companies w... (3 pages)View decision -
Decision Reference DRN-5953992
19 Jan 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5953992 The complaint Mr C is complaining a company acting on Watford Insurance Company Europe Limited’s behalf didn’t give him enough information when referring him to an accident management company after he looked to claim against his motor insurance policy. References to Watford ... (4 pages)View decision