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 392389 results
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Decision Reference DRN-5870866
9 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5870866 The complaint Mr D complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In January 2025, Mr D acquired a used car through a hire purchase agreement with SMF. The car was about s... (4 pages)View decision -
Decision Reference DRN-6057650
9 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6057650 The complaint Mr C complains about a car supplied to him using a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened In September 2023, Mr C acquired a used car using a hire purchase agreement with CA Auto. The car was nearly two years o... (3 pages)View decision -
Decision Reference DRN-5993619
9 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-5993619 The complaint Miss G complains that Tesco Underwriting Limited (“Tesco”) declined a claim for the theft of a car under her car insurance policy. Miss G is represented in her complaint, but for ease I’ll refer to her throughout as though her representative’s actions were hers... (3 pages)View decision -
Decision Reference DRN-6062447
9 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6062447 The complaint Mr Z’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... (12 pages)View decision -
Decision Reference DRN-5746100
9 Jan 2026 Barclays Bank UK PLC Not upheldInvestmentsDRN-5746100 The complaint Mr L complains about Barclays Bank UK Plc (Barclays). He says Barclays delayed the transfer of money from his stocks and shares Individual Savings Account (ISA) to a cash ISA. Mr L said Barclays gave him misinformation on many occasions and there was a catalog... (5 pages)View decision -
Decision Reference DRN-5898540
9 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5898540 The complaint Mrs E complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Mrs E was approved for a Virgin Money credit card in January 2018, with a £1,800 credit limit. The credit limit was increased to £2,800 in August 2019. The... (3 pages)View decision -
Decision Reference DRN-5972004
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5972004 The complaint Mr N complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr N is being represented by a third party. To keep things simple, I will refer to Mr N throughout my decision. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-6064107
9 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6064107 The complaint Mr U complains that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr U’s complaint. I’ve co... (6 pages)View decision -
Decision Reference DRN-5602945
9 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5602945 The complaint Miss H is unhappy that Revolut Ltd have refused to refund transactions she says she didn’t authorise. What happened Miss H contacted Revolut on 3 November 2024 to report several transactions she didn’t recognise. 15 of the transactions, totalling around £1,350... (3 pages)View decision -
Decision Reference DRN-6056156
9 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6056156 The complaint Mr C complains Santander UK Plc won’t refund direct debit payments taken from his account which he says he did not authorise. What happened In September 2024, Mr C reported a number of direct debit payments to that had been taken from his account going back to... (3 pages)View decision