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-6222630
13 Mar 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6222630 The complaint Mr N’s complaint is, in essence, that Tandem Bank Limited trading as Tandem (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’) a... (13 pages)View decision -
Decision Reference DRN-6219602
13 Mar 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6219602 The complaint Mr H is unhappy with the settlement he received from Zurich Insurance Company Ltd after he made a claim under a property owners insurance policy for storm damage. What happened Mr H let out his property on 19 September 2024. Shortly after the property suffered... (3 pages)View decision -
Decision Reference DRN-5952638
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5952638 The complaint Miss J is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lent to a third party which she now considers to be a scam. What happened I’m not going to cover all the points raised in detail. The view of 6 November 2025 covered the details of Miss... (4 pages)View decision -
Decision Reference DRN-5974293
13 Mar 2026 Cynergy Bank Plc Not upheldMortgagesDRN-5974293 The complaint Mr G has complained about an early repayment charge (“ERC”) he incurred upon redeeming his commercial loan with Cynergy Bank Plc. He said he’d previously been told that he would only incur an ERC if he refinanced, and not if he sold the property(s). What happen... (4 pages)View decision -
Decision Reference DRN-5890722
13 Mar 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-5890722 The complaint Mr F has complained about Inter Partner Assistance SA (IPASA’s) handling of his claim under his home emergency policy. What happened The details of what happened are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons for... (2 pages)View decision -
Decision Reference DRN-6056296
13 Mar 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6056296 The complaint Miss P complains that a car she acquired through a financial agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’) was mis-sold. Miss P is represented in this complaint but for ease of reference I have referred to Miss P throughout this decision. W... (4 pages)View decision -
Decision Reference DRN-6022720
13 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6022720 The complaint Mrs M complaints that NewDay Ltd (‘NewDay’), trading as Fluid, irresponsibly granted her a credit card and then went on to increase her limits. What happened NewDay provided Mrs M with a credit card in October 2021. The initial credit was £900 which was increa... (2 pages)View decision -
Decision Reference DRN-6057673
13 Mar 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6057673 The complaint MBNA Limited provided Miss W with a credit card in August 2023. It had a credit limit of £10,000. Miss W says the credit was provided irresponsibly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. The fa... (2 pages)View decision -
Decision Reference DRN-6125981
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6125981 The complaint Mr S complains that Revolut Ltd has not traced and returned a payment to him. What happened On 6 August 2025, Mr S instructed an international payment for £873 from his Revolut account. On 11 August 2025, Mr S told Revolut that the recipient was reporting non-r... (2 pages)View decision -
Decision Reference DRN-5831250
13 Mar 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5831250 The complaint Mr H complains about the way Domestic & General Insurance Plc (D&G) have handled his claim for a broken washing machine. What happened Mr H made a claim in March 2024 to D&G for a repair to his washing machine, under the appliance insurance policy h... (2 pages)View decision