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-5794516
14 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5794516 The complaint Mrs M complains about the cash settlement Liverpool Victoria Insurance Company Limited (LV) paid her under a buildings insurance policy. Mrs M has been represented on this complaint. But for ease of reference, I shall refer to anything that Mrs M’s representati... (3 pages)View decision -
Decision Reference DRN-6014592
14 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014592 The complaint Mr D complains HSBC UK Bank Plc (“HSBC”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this complaint are well known to both parties, so I see no need to repeat them in detail here. In short, Mr D disputes transa... (2 pages)View decision -
Decision Reference DRN-6079226
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6079226 The complaint Mr B and Ms J’s complaint is, in essence, that Shawbrook Bank Limited (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 1974 (as amended) (the ‘CCA’) and (2... (7 pages)View decision -
Decision Reference DRN-6078363
14 Jan 2026 Mercer Limited Not upheldPensions and AnnuitiesDRN-6078363 The complaint Mrs C complains the advice given by Mercer Limited in relation to her pension was unsuitable, and that the fee she was charged should at least be partly refunded. What happened When Mrs C turned 65 she wanted financial advice about the best way to take benefit... (6 pages)View decision -
Decision Reference DRN-5852698
14 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5852698 The complaint Mr R complains Creation Consumer Finance Ltd handled his claim under section 75 Consumer Credit Act 1974 (“section 75”) about the supply and design of a kitchen unfairly. What happened In September 2024, Mr R took out a fixed-sum loan from Creation Consumer Fi... (4 pages)View decision -
Decision Reference DRN-6062253
14 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-6062253 The complaint Mr and Mrs C complain that Nationwide Building Society (or solicitors instructed by it) made errors with court documents and failed to close the mortgage after Mr C made payments which he said were in full and final settlement of the mortgage. Mr C has dealt wi... (4 pages)View decision -
Decision Reference DRN-6031866
14 Jan 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-6031866 The complaint Mr K complains about the sale of a product care plan (extended warranty) by Domestic & General Insurance Plc (‘D&G’) and the service they provided him with. What happened The background to this complaint is well known to both parties. I won’t repeat in ... (2 pages)View decision -
Decision Reference DRN-5957068
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5957068 The complaint Miss B complains that TSB Bank plc irresponsibly provided her with an unaffordable credit card and credit limit increases. What happened TSB Bank provided Miss B with a credit card in 2017. Details of the credit limits over the years are outlined in the table b... (4 pages)View decision -
Decision Reference DRN-6026406
14 Jan 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6026406 The complaint Mr P complains about the quality of a car he acquired under a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (FRF). When I refer to what Mr P and FRF said or did, it should also be taken to include things said or done on their behalf. What happen... (6 pages)View decision -
Decision Reference DRN-5944326
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5944326 The complaint and background Mr M complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t do enough to protect him when he fell victim to an investment scam in 2021. And that it won’t reimburse his losses. Our investigator ultimately concluded that... (2 pages)View decision