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 388707 results
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Decision Reference DRN-6016517
19 Jan 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6016517 The complaint Miss K complains that a hire purchase agreement with Specialist Motor Finance Limited under which a car was supplied to her was unaffordable. What happened Miss K applied to Specialist Motor Finance in September 2024 for credit to pay for a car to be supplied t... (3 pages)View decision -
Decision Reference DRN-5814277
19 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5814277 THE COMPLAINT Mr C complains that Lendable Ltd (trading as Zable) will not reimburse him money he says he lost when he fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in de... (3 pages)View decision -
Decision Reference DRN-5822172
19 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5822172 The complaint Mr M complains that Barclays Bank UK PLC, trading as Tesco Bank, didn’t conduct a detailed income and expenditure assessment before making a loan to him and that the loan was affordable. What happened Mr M applied to Tesco Bank for a loan for debt consolidation... (3 pages)View decision -
Decision Reference DRN-5749399
19 Jan 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5749399 The complaint Mr B complains JAJA FINANCE LTD (“JAJA”) was irresponsible in its lending to him. What happened Mr B applied for a credit card with JAJA on 31 July 2023. It approved his application with a credit limit of £1200. No payments were made to the account between Octo... (3 pages)View decision -
Decision Reference DRN-6038811
19 Jan 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6038811 The complaint Miss B is unhappy that Great Lakes Insurance UK Limited (“Great Lakes”) declined her claim under the fraud exclusion of her contents insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think ... (5 pages)View decision -
Decision Reference DRN-5876248
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5876248 The complaint Mr A has complained that Lloyds Bank PLC won’t refund the money which he says he lost in a scam. What happened Over several months in 2022, Mr A made a number of payments from his Lloyds account to his own cryptocurrency accounts, totalling around £9,000. In 20... (2 pages)View decision -
Decision Reference DRN-6089799
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089799 The complaint Mrs C complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her und... (12 pages)View decision -
Decision Reference DRN-6089812
19 Jan 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6089812 The complaint Miss F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mis... (6 pages)View decision -
Decision Reference DRN-5838661
19 Jan 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5838661 The complaint A company, which I’ll refer to as B, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted the company’s access to funds in its seller account. What happened B is a seller on Amazon. The company complains that substantial funds in its seller... (3 pages)View decision -
Decision Reference DRN-5715919
19 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5715919 The complaint Mrs M complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance. What happened Santander supplied Mrs M with a used car on a conditional sale agreement in November 2021. The cash price of the... (5 pages)View decision
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