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 386170 results
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Decision Reference DRN-6027593
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6027593 The complaint Mrs F says Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined her claim under sections 75 and 75A of the Consumer Credit Act 1974 (‘CCA’). And she says her creditor- debtor relationship with Shawbrook was unfair to her under section 140A of the CCA. Wha... (8 pages)View decision -
Decision Reference DRN-5891119
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5891119 The complaint Mr S complains that Barclays Bank UK PLC hasn’t reimbursed the money he’s lost to a scam. What happened Between November 2021 and October 2022, Mr S invested a total of £8,745 (individual transactions set out in the table below) with a company I’ll refer to as ... (3 pages)View decision -
Decision Reference DRN-5997300
17 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5997300 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (9 pages)View decision -
Decision Reference DRN-5805062
17 Dec 2025 Cumberland Building Society Not upheldMortgagesDRN-5805062 The complaint A limited company, which I’ll refer to as F, has complained about how Cumberland Building Society has handled its commercial mortgage. Mr and Mrs P, who are directors of F, bring the complaint on F’s behalf. What happened The background to this complaint is wel... (5 pages)View decision -
Decision Reference DRN-6026210
17 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6026210 The complaint Mr S complains that the car he acquired financed through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“VFS”) wasn’t of satisfactory quality. What happened In June 2023 Mr S acquired a used car financed through a hire purchase agree... (4 pages)View decision -
Decision Reference DRN-5730643
17 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5730643 The complaint Mr A complains about the outstanding amount owed under a fixed sum loan agreement, taken out in his name with Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’). What happened In June 2024, BPF approved an application for a fixed ... (3 pages)View decision -
Decision Reference DRN-5833779
17 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5833779 The complaint Mr D complains about delays in the handling of his income protection claim by AmTrust Speciality Limited. What happened Mr D holds a personal income protection policy underwritten by AmTrust. The policy is designed to provide cover in the event of accident, sic... (4 pages)View decision -
Decision Reference DRN-6022311
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6022311 The complaint Miss O complains about the service she received from Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) when phoning about an issue with her card account. What happened Miss O called Barclaycard in February 2025 to discuss a section 75 dispute. She com... (2 pages)View decision -
Decision Reference DRN-5993062
17 Dec 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5993062 The complaint Miss M complains about the issues she had with a travel money card she obtained from First Rate Exchange Services Ltd (Post Office). What happened Miss M opened a Post Office Travel Money card on 28 June 2025. Miss M said she wanted euros but there weren’t any ... (3 pages)View decision -
Decision Reference DRN-5996421
17 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5996421 The complaint Miss M complains about how U K Insurance Limited (‘UKI’) handled a claim and decided liability for a collision and claim under her car insurance policy. What happened Miss M had a car insurance policy with UKI. In April 2025 she was involved in a collision with... (3 pages)View decision
