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 401363 results
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Decision Reference DRN-6213217
18 Mar 2026 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-6213217 The complaint Miss H complains PSI Pay Ltd (PSI) didn’t refund payments from her account and provided poor service. She wants the payments refunded. What happened Our investigator set out the background to Miss H’s complaint in detail, including both parties positions. I’m n... (5 pages)View decision -
Decision Reference DRN-6219180
18 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6219180 The complaint Miss H complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Miss H was approved for a Barclaycard in March 2025, with a £11,900 credit limit. Miss H says that this was irresponsibly lent to her. Miss H made a compl... (2 pages)View decision -
Decision Reference DRN-6232571
18 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6232571 The complaint Mr K complains that Lloyds Bank PLC treated him unfairly after he asked it whether it offered bridging loans and whether it would release its charge on one of his properties. What happened Mr K has business loans with Lloyds secured on a number of properties. ... (2 pages)View decision -
Decision Reference DRN-6188253
18 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6188253 The complaint Miss C’s complaint is about a mortgage she holds with Bank of Scotland plc trading as Halifax; from here on I’ll refer to the business as BOS. The background to the complaint is complex, multi-layered, and all of it arises from long-running financial difficulti... (5 pages)View decision -
Decision Reference DRN-6051987
18 Mar 2026 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-6051987 The complaint Miss R complains that MI Vehicle Finance Limited (MI) reported a missed payment in relation to her hire purchase agreement. What happened In March 2022 Miss R acquired a used car through a hire purchase agreement financed by MI. The agreement required Miss R t... (2 pages)View decision -
Decision Reference DRN-5970907
18 Mar 2026 Domestic & General Insurance Plc Not upheldInsuranceDRN-5970907 The complaint Mr F complains about the way Domestic & General Insurance Plc (D&G) handled a claim he made on his appliance policy when his dishwasher broke. What happened Mr F had insured his dishwasher with D&G. He reported an issue with it and after some attemp... (2 pages)View decision -
Decision Reference DRN-6114444
18 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6114444 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance was a hatchback car, first registered in 2003. Mr K acquired the car in April 2025. From M... (4 pages)View decision -
Decision Reference DRN-6232092
18 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6232092 The complaint Mr C and Miss K’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... (13 pages)View decision -
Decision Reference DRN-6223646
18 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6223646 The complaint Mr P has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll fo... (4 pages)View decision -
Decision Reference DRN-6233173
18 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6233173 The complaint Mr C’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... (4 pages)View decision