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-5755860
14 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5755860 The complaint Mr and Mrs B have complained about the actions taken by Aviva Life & Pensions UK Limited with a term assurance policy when premiums became unpaid. What happened In 2010 Mr and Mrs B took out a joint life term assurance policy with a 15 year term, paying a ... (4 pages)View decision -
Decision Reference DRN-5423350
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5423350 The complaint Mrs M complains that Revolut Ltd hasn’t reimbursed the money she’s lost to a scam. What happened Mrs M has fallen victim to a cryptocurrency investment scam. In October and November 2023, she made numerous card payments – ranging in value from £50 to £2,500 – f... (3 pages)View decision -
Decision Reference DRN-5872989
14 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5872989 The complaint Mr N complains that a car he acquired through a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED (‘BMWFS’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly s... (6 pages)View decision -
Decision Reference DRN-5748432
14 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5748432 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money declined his credit card application after giving a 100% pre approval score when he checked eligibility. What happened Mr M applied for a 118 118 Money credit card via its website. Before compl... (2 pages)View decision -
Decision Reference DRN-5886363
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5886363 The complaint Mrs P’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 her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5981817
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5981817 The complaint Mr H, a sole trader, complains Santander UK Plc has introduced a monthly fee for its business bank account. What happened Mr H opened a business account in around 2001 with Abbey National. At the time, the account was marketed as “free forever” and there were n... (3 pages)View decision -
Decision Reference DRN-6076989
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6076989 The complaint Mr P’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... (12 pages)View decision -
Decision Reference DRN-6075346
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075346 The complaint Mr B and Mrs E’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 (... (10 pages)View decision -
Decision Reference DRN-6053275
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6053275 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss F was approved for a Virgin Money credit card in June 2022, with a £4,000 credit limit. The credit limit was increased to £8,000 in May 2024. Miss F ... (4 pages)View decision -
Decision Reference DRN-6073943
14 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6073943 The complaint Mr H complains that Advantage Insurance Company Limited unfairly declined a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr H held a motor insurance policy with Advantage. When he drove over a pothole, h... (3 pages)View decision