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-5960006
10 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5960006 The complaint MONEYBARN NO.1 LIMITED trading as Moneybarn (Moneybarn) provided Mr B with a credit agreement for the purchase of a car in February 2019. Mr B borrowed £7,790 over 60 months with a monthly repayment of £262.65 a month. However, he says the credit was provided i... (3 pages)View decision -
Decision Reference DRN-6012120
10 Dec 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-6012120 The complaint Mrs T complains that Scottish Equitable Plc trading as Aegon (“Aegon”) has failed to assist her by making an application to the Redundancy Payments Service (“RPS”), part of the government agency called the Insolvency Service, for the payment of an employer pens... (5 pages)View decision -
Decision Reference DRN-5792397
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5792397 The complaint Mr L says National Westminster Bank Public Limited (“NatWest”) should’ve done more to protect him when he fell victim to a financial scam. Mr L has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will s... (3 pages)View decision -
Decision Reference DRN-5912023
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5912023 The complaint Mrs J complains that Monzo Bank Ltd failed to do enough to prevent her falling victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mrs J says she saw an adv... (5 pages)View decision -
Decision Reference DRN-5922802
10 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5922802 The complaint Mr M has complained about the performance of a car he acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as MINI Financial Services (‘MINI Financial Services’). What happened The parties are familiar with the background de... (3 pages)View decision -
Decision Reference DRN-6012490
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6012490 The complaint Mr Y complains that National Westminster Bank Public Limited Company (NatWest) obtained a County Court Judgement (CCJ) against him while he should have been protected from such action under ‘breathing space’ rules. What happened Mr Y’s complaint relates to thr... (6 pages)View decision -
Decision Reference DRN-5921943
10 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5921943 The complaint A limited company ‘A’ complains that TSB Bank Plc (as the recipient bank) didn’t do enough to prevent the loss they suffered when A was the victim of a scam. The complaint has been brought by Mr S (who is a director) on A’s behalf. But, for ease of reading, I’... (5 pages)View decision -
Decision Reference DRN-6012612
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6012612 The complaint Mr and Mrs F complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs F purchased membership of a timeshare that ... (2 pages)View decision -
Decision Reference DRN-5682912
10 Dec 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5682912 The complaint Mr B complains that PDL Finance Limited, trading as Mr Lender, lent to him irresponsibly. What happened Mr B was granted two loans by PDL. He borrowed £500 in October 2022, and £1,500 in November 2024. In 2025, Mr B complained to PDL. He said the loans had be... (3 pages)View decision -
Decision Reference DRN-6012631
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6012631 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (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 19... (11 pages)View decision