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 389692 results
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Decision Reference DRN-6045134
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6045134 The complaint Mr L complains that Lloyds Bank PLC declined his payment when he tried to make a purchase using Apple Pay. What happened On 2 November 2025 Mr L attempted to make a transaction for £724.50 using Apple Pay. The payment was declined. Mr L contacted Lloyds. He say... (2 pages)View decision -
Decision Reference DRN-6043702
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6043702 The complaint Mr G complains about end of contract charges when his agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions ended. What happened In 2020 Mr G was supplied with a car and entered into a lease hire agreement with Novuna. At the end of th... (2 pages)View decision -
Decision Reference DRN-5753544
27 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5753544 The complaint Mr B complains TSB Bank plc made multiple mistakes when he entered bankruptcy. What happened Mr B had an account with TSB that ended up overdrawn. He had a number of accounts elsewhere with outstanding borrowing. Mr B decided to apply for an IVA in 2025. He say... (2 pages)View decision -
Decision Reference DRN-6102484
27 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6102484 The complaint Mr S complains that Tesco Underwriting Limited (“Tesco”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid car made by a premium-brand car maker and first registered in 20... (4 pages)View decision -
Decision Reference DRN-6026523
27 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6026523 The complaint Mr G complains that the car he acquired through a credit agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr G entered a PCP agreement in November... (4 pages)View decision -
Decision Reference DRN-5903314
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5903314 The complaint Mr E and Miss R complain Shawbrook Bank Limited (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 them under Section 140A of the CCA. Mr E and Mis... (13 pages)View decision -
Decision Reference DRN-5950339
27 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5950339 The complaint The estate of Mrs C’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 Mrs C under Section 140A of th... (9 pages)View decision -
Decision Reference DRN-5957610
27 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5957610 The complaint Mr P says that Bank of Scotland plc (trading as Halifax) didn’t treat him fairly when he complained about receiving £30 from its Automated Teller Machine (ATM) when he’d requested £160. What happened Mr P says that he only received £30 when he asked to withdra... (2 pages)View decision -
Decision Reference DRN-6109319
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109319 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) decidin... (12 pages)View decision -
Decision Reference DRN-6044175
27 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6044175 The complaint Mr J is unhappy with the level of service he received when trying to make an early settlement on a conditional sale agreement with Santander Consumer (UK) PLC trading as Mazda Financial Services (Santander). When I refer to what Mr J has said and what Santande... (3 pages)View decision
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