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-5779008
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5779008 The complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5907076
12 Dec 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5907076 The complaint Mrs P, through her representative, complains that Oodle Financial Services Limited trading as Oodle Car Finance approved a finance agreement for a vehicle which she could not afford to repay. What happened In January 2020 Mrs P wanted to buy a vehicle and used ... (4 pages)View decision -
Decision Reference DRN-5999135
12 Dec 2025 Nationwide Building Society UpheldConsumer CreditDRN-5999135 The complaint Miss F complains that Nationwide Building Society (“Nationwide”) irresponsibly agreed loans for her. What happened Nationwide agreed a loan of £3,000 for Miss F in January 2020. It agreed a second loan a few months later in March, some of which was used to cle... (5 pages)View decision -
Decision Reference DRN-5936861
12 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5936861 The complaint Mr W complains that Creation Consumer Finance Ltd (Creation) has treated him unfairly in relation to a claim made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In July 2024, Mr W purchased a washing machine costing £649 and a dish... (3 pages)View decision -
Decision Reference DRN-5835254
12 Dec 2025 Business Insurance Solutions Limited UpheldInsuranceDRN-5835254 The complaint Mr B complains that Business Insurance Solutions Limited trading as Van Compare (“Van Compare”) said he wasn’t insured when he tried to make a claim under his van insurance policy. What happened Mr B had a policy covering a van, arranged through Van Compare whi... (4 pages)View decision -
Decision Reference DRN-5772596
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5772596 The complaint Mr B is unhappy Lloyds Bank PLC (‘Lloyds’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties and have been set out in detail by the Inves... (5 pages)View decision -
Decision Reference DRN-5846186
12 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5846186 The complaint Miss W has complained that Startline Motor Finance Limited (Startline) unfairly provided her with credit for a vehicle. What happened In November 2021, Miss W entered into a finance agreement with Startline for the purchase of a car as shown below. Date Amoun... (3 pages)View decision -
Decision Reference DRN-5955531
12 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5955531 The complaint Mrs O complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs O applied for a Virgin Money credit card in August 2021. In her application Mrs O ... (3 pages)View decision -
Decision Reference DRN-5813948
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5813948 The complaint Miss R complains that Lloyds Bank Plc (‘Lloyds’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Around June 2023 Miss R met someone I’ll call “D” on a well-known dating app. Miss R and D spoke almost daily for around a month. ... (5 pages)View decision -
Decision Reference DRN-6013843
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6013843 The complaint Mr S complaints that PayPal UK Ltd incorrectly recorded a missed payment on his credit file. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr S complains that PayPal was at fault for him not making... (2 pages)View decision