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-5997007
6 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5997007 The complaint Mrs H has complained that Shop Direct Finance Company Limited, trading as Very, were irresponsible in opening a credit card account and subsequently increasing the credit limit. What happened Very provided Mrs H with a credit card in October 2018 with a limit o... (3 pages)View decision -
Decision Reference DRN-6056473
6 Jan 2026 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-6056473 The complaint Mr G is unhappy Marks & Spencer Financial Services Plc trading as M&S Bank has rejected his claim for a refund for a pair of glasses. What happened Mr G ordered a pair of prescription glasses from an online supplier in August 2024, paying around £290 on... (6 pages)View decision -
Decision Reference DRN-5996096
6 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-5996096 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In July 2024, Mr K was supplied with a used car through a hire purchase agreement with Startline. Th... (5 pages)View decision -
Decision Reference DRN-6043382
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6043382 The Complaint Mrs R’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-6053989
6 Jan 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-6053989 The complaint Mr M complains that Scottish Equitable Plc trading as Aegon (Aegon) has for some time failed to properly deduct and invest his contributions to his pension. What happened Mr M has a Stakeholder Pension with Aegon. I understand that around August 2024, Aegon car... (4 pages)View decision -
Decision Reference DRN-5915085
6 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5915085 The complaint Mr C has complained that Liverpool Victoria Insurance Company Limited (LV) hasn’t properly completed repairs to his car following a claim under his car insurance policy. What happened Mr C was involved in an incident with a third party vehicle. He says the clai... (3 pages)View decision -
Decision Reference DRN-5711976
6 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5711976 The complaint Mrs B complains that Nationwide Building Society closed a jointly held savings account without first informing her. What happened In May 2024, Nationwide revised the terms and conditions of the account previously held by Mrs B. Part of the revision meant that t... (3 pages)View decision -
Decision Reference DRN-6034175
6 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6034175 The complaint Mr S complains that Zopa Bank Limited will not refund him for a failed cash withdrawal despite the money being debited from his account. What happened On 13 August 2025, Mr S says he attempted to withdraw £200 using an Automated Teller Machine (‘ATM’) but no mo... (3 pages)View decision -
Decision Reference DRN-6058229
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6058229 The complaint Mr and Mrs R’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)... (11 pages)View decision -
Decision Reference DRN-5876868
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5876868 The complaint Mr T is unhappy Revolut Ltd (“Revolut”) hasn’t reimbursed him after he fell victim to an employment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mr T has be... (4 pages)View decision