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
-
Decision Reference DRN-5901802
19 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5901802 The complaint Mrs P complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her two hire purchase agreements she couldn’t afford to repay. What happened In January 2019, Mrs P acquired a new car financed by way of a hire purchase agreement f... (3 pages)View decision -
Decision Reference DRN-6031733
19 Jan 2026 Arval UK Limited UpheldConsumer CreditDRN-6031733 The complaint Mr B complains about the way in which Arval UK Limited administered his account when he asked to change his payment date. What happened In November 2023 Mr B entered into a hire agreement with Arval. The monthly payments under the agreement were £308.94. In Jul... (2 pages)View decision -
Decision Reference DRN-5730805
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5730805 The complaint Mr C has complained that Lloyds Bank PLC didn’t give him accurate information about his credit balance. What happened On 5 June 2025, Mr C made two payments to a third party merchant. However, a payment of £191.82 wasn’t debited from his account until 9 June 20... (2 pages)View decision -
Decision Reference DRN-5825910
19 Jan 2026 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5825910 The complaint Miss H, who is represented by her father, complains Equiniti Financial Services Limited trading as EQi’s delayed the transfer of her Child Trust Fund into an ISA meaning she couldn’t invest the proceeds elsewhere. What happened Miss H had a Child Trust Fund with... (3 pages)View decision -
Decision Reference DRN-5745453
19 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5745453 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) won’t refund him money he says he lost in an investment scam. What happened The circumstances surrounding Mr F’s complaint are well known to the parties, so I haven’t set them out in detail here. Instead,... (3 pages)View decision -
Decision Reference DRN-6055913
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6055913 The complaint Mr and Mrs D’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Cred... (12 pages)View decision -
Decision Reference DRN-5762816
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762816 The complaint Mr W complains that’s Barclay’s Bank UK PLC trading as Barclaycard (Barclaycard) acted irresponsibly in lending to him. And so, should write off the debt. What happened Around November 2023 Mr W applied for a revolving credit facility (credit card) with Barclay... (3 pages)View decision -
Decision Reference DRN-6087600
19 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6087600 The complaint Mr B complained that AXA Insurance UK Plc (“AXA”) handled his accident claim poorly, resulting in delays and inflated repair estimates, under his motor insurance policy. What happened Mr B was involved in an accident whilst driving in January 2025. He said the... (5 pages)View decision -
Decision Reference DRN-5722131
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5722131 The complaint Mr C has complained that Lloyds Bank PLC hasn’t been transparent regarding the interest rate applicable to his overdraft facility. What happened Mr C opened his account in October 2023, and Lloyds wrote to him at the time to say he wouldn’t pay interest on his ... (2 pages)View decision -
Decision Reference DRN-5960833
19 Jan 2026 Affinity Insurance Solutions Limited UpheldInsuranceDRN-5960833 The complaint Ms Q complains that Affinity Insurance Solutions Limited increased the renewal quote for her motor insurance policy. She wants it to honour its initial quote. What happened Ms Q told Affinity during a call that she had noted two errors on her renewal quote. Af... (2 pages)View decision