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-6232584
18 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6232584 The complaint Mr R’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 Credit... (10 pages)View decision -
Decision Reference DRN-6113775
18 Mar 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6113775 The complaint With the help of a professional representative (PR), Mr P complains that Oodle Financial Services Limited lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr P. What happened On 18 May 2018, Mr P entered into a H... (4 pages)View decision -
Decision Reference DRN-6053328
18 Mar 2026 Alwyn Insurance Company Limited Not upheldInsuranceDRN-6053328 The complaint Mr M complains about how Alwyn Insurance Company Limited (‘Alwyn’) handled a claim under his car insurance policy. What happened Mr M had a car insurance policy with Alwyn. He bought the policy online via a price comparison website and using a broker. In Septem... (3 pages)View decision -
Decision Reference DRN-6207046
18 Mar 2026 Hastings Insurance Services Limited Not upheldConsumer CreditDRN-6207046 The complaint Around August 2023 Hastings Insurance Services Limited trading as Hastings Direct provided Mr W with a £1,000 loan. It had a 12-month term, APR 18.60% and the monthly repayments were £91.30. The total amount repayable was £1,095.47. Mr W says the loan was provi... (2 pages)View decision -
Decision Reference DRN-6020599
18 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6020599 The complaint Mrs M complains about charges applied at the end of her conditional sale agreement by Moneybarn No.1 Limited (Moneybarn) and that they threatened to register a default against her. What happened In October 2019 Mrs M acquired a used car through a conditional s... (3 pages)View decision -
Decision Reference DRN-6217971
18 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6217971 The complaint G, a limited company, complains that it lost out financially because Lloyds Bank Plc made a mistake that caused a delay when processing an international payment. It further complains: • • required. • • G is represented in this complaint by a director, Mr S. Wha... (5 pages)View decision -
Decision Reference DRN-5976827
18 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5976827 The complaint Mr C complains that Santander UK Plc unfairly blocked his account without providing a proper explanation. What happened The events that took place are well known to both parties and aren’t in dispute. So, I’ll only describe them here briefly. Mr C has an acco... (3 pages)View decision -
Decision Reference DRN-6158143
18 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6158143 The complaint Ms L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened In 2025, Ms L met someone through a dating app. I’ll refer to this person as D. D said he worked for a bank as a cryptocurrency analyst ... (3 pages)View decision -
Decision Reference DRN-6153929
18 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6153929 The complaint Mr C complains that National Westminster Bank Plc mishandled a fraud incident, breached his personal data and failed to make reasonable adjustments. What happened Mr C was the victim of impersonation fraud after he’d applied for a job that he believed was a le... (4 pages)View decision -
Decision Reference DRN-6232409
18 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6232409 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