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-5860379
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5860379 The complaint Mrs B is unhappy that HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, I won... (4 pages)View decision -
Decision Reference DRN-6224264
13 Mar 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-6224264 The complaint Mr A has complained that Hutchison 3G UK Limited (Three) defaulted two credit agreements. What happened In August 2023, Mr A entered into a Fixed Sum Loan Agreement with Three for the supply of a new device. Mr A and Three agreed that Mr A could return the devi... (4 pages)View decision -
Decision Reference DRN-6073637
13 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6073637 The complaint Mr H complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (7 pages)View decision -
Decision Reference DRN-5866321
13 Mar 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5866321 The complaint Y complains about actions taken by Zempler Bank Limited in blocking its account and the way Zempler managed it’s review while the account was blocked. Y is a limited company, and the complaint is being brought by Mr W, on Y’s behalf. What happened Y had a busi... (3 pages)View decision -
Decision Reference DRN-6015352
13 Mar 2026 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-6015352 The complaint Mr G complains that Fortegra Europe Insurance Company Ltd state a balance is due after he cancelled his motor warranty. Reference to Fortegra includes its agents What happened Mr G held a motor warranty with Fortegra. But when he sold the vehicle, he cancelled ... (2 pages)View decision -
Decision Reference DRN-6003170
13 Mar 2026 RAC Insurance Limited UpheldInsuranceDRN-6003170 The complaint Mr H and Mrs H complained that RAC Insurance Limited declined their claim under their European breakdown cover policy. What happened Mr H and Mrs H were in Europe when a red fault warning light came on in their car. They asked RAC for help under their policy. B... (3 pages)View decision -
Decision Reference DRN-6207915
13 Mar 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-6207915 The complaint Mr S complains that Zempler Bank Limited will not refund him money he says he lost in a scam. What happened Mr S says he saw an advertisement on social media for a gambling company and he decided to open an online gambling account with it. He tried to credit mo... (3 pages)View decision -
Decision Reference DRN-6170896
13 Mar 2026 Young People Limited Not upheldInsuranceDRN-6170896 The complaint Miss B and Mr B have complained that Young People Limited trading as MyFirst mis-sold a car insurance policy to Miss B. As Mr B is the lead complainant, I will refer to him on behalf of Miss B and Mr B in my decision. What happened Miss B bought a telematics ca... (4 pages)View decision -
Decision Reference DRN-6197211
13 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6197211 The complaint Mr T has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) gave him misleading information after he downgraded his packaged bank account. Although the account in question was a joint account, for simplicity, I have referred only to Mr... (3 pages)View decision -
Decision Reference DRN-6199303
13 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6199303 The complaint Mr J complains Moneybarn No 1 Limited (“Moneybarn”) acted unfairly when it failed to tell him about a commission arrangement connected to his car finance agreement. Mr J is being represented by a professional representative. For the sake of clarity when I refe... (3 pages)View decision