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-6151310
13 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6151310 The complaint Mr A complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of a scam. What happened In February 2022, Mr A came across an advert on a social media website for a cryptocurrency investment company being recommended by a well-k... (13 pages)View decision -
Decision Reference DRN-6051538
13 Feb 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6051538 The complaint Madison CF UK Limited trading as 118 118 Money (118) provided Miss H with a credit card on 21 July 2018. It had a credit limit of £500. Miss H says 118 acted irresponsibly when it agreed the credit card for her. What happened The details of this complaint are ... (2 pages)View decision -
Decision Reference DRN-6151301
13 Feb 2026 New Wave Capital Limited Not upheldBanking and PaymentsDRN-6151301 The complaint Mr W (a director) complains on behalf of a limited company P that New Wave Capital Limited trading as Capital on Tap (CoT) won’t refund what he says are unauthorised payments made on P’s credit card. Although P is the complainant here, for ease of reading, I’l... (5 pages)View decision -
Decision Reference DRN-5928491
13 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5928491 The complaint Mr G and Miss G have complained about their property insurer INTACT INSURANCE UK LIMITED (Intact), regarding an on-going claim. What happened Dating back to 2021 Mr G and Miss G made a claim to Intact following a water leak at their home. The claim did not pro... (2 pages)View decision -
Decision Reference DRN-6110414
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6110414 Complaint Mr J has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him at the outset and the failure to carry out a more thorough affordability assessment caused him ongoing financial difficulty. Ba... (5 pages)View decision -
Decision Reference DRN-5998137
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5998137 The complaint Mr and Mrs L’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... (15 pages)View decision -
Decision Reference DRN-6069471
12 Feb 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-6069471 The complaint Mrs M complains that PayPal (Europe) S,a,r.l et Cie, SCA (“PayPal”) reported a default on her credit file. What happened Mrs M applied for a PayPal credit account on 16 May 2022. Her application was approved and she was granted a credit limit of £1200.00. In 20... (2 pages)View decision -
Decision Reference DRN-6151150
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6151150 The complaint Mr A’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... (6 pages)View decision -
Decision Reference DRN-6151102
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6151102 The complaint Mr 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 ... (6 pages)View decision -
Decision Reference DRN-5848736
12 Feb 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5848736 The complaint Mrs G has complained about the way that AXA PPP Healthcare Limited assessed the No Claims Discount (NCD) on a private medical insurance policy and the resulting impact on her 2025 renewal premiums. Mrs G is being represented by a family member in making this c... (3 pages)View decision