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 179851 results
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Decision Reference DRN-4723108
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4723108 The complaint Mr M’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (3 pages)View decision -
Decision Reference DRN-6095047
13 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6095047 The complaint Miss S complains that Motability Operations Limited (MO) declined to extend the lease for her vehicle. Miss S is represented in this complaint, but for ease of reading I’ll refer to Miss S directly throughout my decision. What happened In December 2020 Miss S... (3 pages)View decision -
Decision Reference DRN-6079648
13 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6079648 The complaint Mr R complains about the quality of a vehicle that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (Alphera). What happened In August 2024, Mr R acquired a used car through a hire pur... (3 pages)View decision -
Decision Reference DRN-6051901
13 Feb 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6051901 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Lloyds Bank Plc was of unsatisfactory quality. What happened In July 2025, Mr M acquired a used car through a hire purchase agreement with Lloyds. The car was first registered in Se... (3 pages)View decision -
Decision Reference DRN-5940973
13 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5940973 The complaint Mr P complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr P was approved for a Zopa credit card in May 2022, with a £500 credit limit. Mr P says this was irresponsibly lent to him. Mr P made a complaint to Zopa, who did not uphold Mr P’s... (3 pages)View decision -
Decision Reference DRN-6135342
13 Feb 2026 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-6135342 The complaint Mr and Mrs A complain that The Royal Bank of Scotland Plc (RBS) has not complied with a recommendation made by this Service in respect of a previous complaint. Whilst the mortgage is in the names of both Mr and Mrs A, I can see that it is Mr A who has been deal... (5 pages)View decision -
Decision Reference DRN-6096983
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6096983 The complaint Mr R 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 (... (12 pages)View decision -
Decision Reference DRN-5897029
13 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5897029 The complaint Mr and Mrs Q complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they fell victim to what they believe was a property investment scam. What happened Mr and Mrs Q were introduced to a property development/investment compan... (6 pages)View decision -
Decision Reference DRN-5863169
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5863169 The complaint Mr A complains National Westminster Bank Public Limited Company “NatWest”, has said he’s liable for an overdraft it can’t provide a credit agreement for. What happened Mr A opened a current account with NatWest in February 2001. In July 2024, NatWest wrote to ... (3 pages)View decision -
Decision Reference DRN-5818715
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5818715 The complaint Mr S complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 25 February 2024, Mr S received a payment of £80 into his account. Monzo later received notification that this pa... (2 pages)View decision