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 391431 results
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Decision Reference DRN-5887771
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5887771 The complaint Mr D complains about the service he received when he applied for a credit card with National Westminster Bank PLC (“NWB”). What happened In May 2025 Mr D applied for a credit card with NWB. Mr D was provisionally accepted for the card and was asked to send 3 mo... (2 pages)View decision -
Decision Reference DRN-5861501
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5861501 The complaint Mr and Mrs W’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)... (9 pages)View decision -
Decision Reference DRN-5961650
10 Feb 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-5961650 The complaint Mr H complains Tesco Underwriting Limited (Tesco) unfairly increased the cost of his policy premiums when he changed his car. Tesco are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Tesco ... (3 pages)View decision -
Decision Reference DRN-6142422
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6142422 The complaint Mrs K’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (11 pages)View decision -
Decision Reference DRN-5970221
10 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5970221 The complaint Mr L complains that Nationwide Building Society failed to apply appropriate safeguarding measures to his account when it knew, or ought to have known, that he had a gambling problem. What happened Mr L has a basic account with Nationwide, which he opened in Oct... (3 pages)View decision -
Decision Reference DRN-5717966
10 Feb 2026 Phoenix Life CA Limited UpheldInsuranceDRN-5717966 The complaint The estate of Mr B complains about Phoenix Life CA Limited’s administration of the late Mr B’s reviewable whole of life policy. What happened The late Mr B took out the policy in March 1990, initially for a sum assured of £45,455 and a monthly premium of £15.01... (4 pages)View decision -
Decision Reference DRN-6025306
10 Feb 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6025306 The complaint Mr C, through his representative, complains that Stellantis Financial Services UK Limited trading as Peugeot Financial Services (“Stellantis”) approved a vehicle finance agreement for him which he says he could not afford. This complaint commenced as a motor co... (3 pages)View decision -
Decision Reference DRN-5947847
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5947847 The complaint Mr N’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 Credi... (13 pages)View decision -
Decision Reference DRN-6053176
10 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6053176 The complaint Mr C complains about a car supplied to him using a hire purchase agreement taken out with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”). What happened In October 2024, Mr C signed a hire purchase agreement with VW... (3 pages)View decision -
Decision Reference DRN-5870345
10 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5870345 The complaint Mr H’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 them under Section 140A of the Consumer Cre... (10 pages)View decision
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