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-5987612
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987612 The complaint Mr B’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 Cred... (14 pages)View decision -
Decision Reference DRN-5847964
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5847964 The complaint Mr V and Mrs V’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 (... (15 pages)View decision -
Decision Reference DRN-5987574
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987574 The complaint Mr B’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 Cred... (13 pages)View decision -
Decision Reference DRN-5805056
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5805056 The complaint Miss S is unhappy that Santander UK PLC refused to refund a transaction that Miss S says she didn’t authorise. What happened Miss S contacted Santander to dispute a payment made using Miss S’s Santander credit card for around £750. Santander held Miss S liabl... (3 pages)View decision -
Decision Reference DRN-6145555
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6145555 The complaint Mr S complains about a car supplied under a personal contract purchase agreement (‘PCP’), provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Financial Services (‘MBFS’). What happened Around December 2024 Mr S acquired a new car u... (5 pages)View decision -
Decision Reference DRN-5995285
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5995285 The complaint Mr A has complained about the way Tandem Bank Limited responded to claims he’d made under the Consumer Credit Act 1974 (the “CCA”). Mr A has been represented in bringing the complaint but, to keep things simple, I’ll refer to Mr A throughout. What happened In O... (4 pages)View decision -
Decision Reference DRN-6146628
11 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6146628 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here My final decision Your text here Under t... (1 page)View decision -
Decision Reference DRN-5892247
11 Feb 2026 UK Mortgage Lending Ltd Not upheldMortgagesDRN-5892247 The complaint Miss G and Mr M complain that UK Mortgage Lending Ltd trading as Pepper Money would not agree to postpone its charge in favour of their first charge mortgage lender. As a result they say they were left with no choice but to repay their second charge mortgage wi... (4 pages)View decision -
Decision Reference DRN-5868815
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5868815 The complaint Mr D complains Lloyds Bank PLC unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr D held a Lloyds account and following a... (3 pages)View decision -
Decision Reference DRN-5744672
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5744672 The complaint Ms G complains that Lloyds Bank PLC have held her responsible for payments made from her account. The background to this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s sim... (2 pages)View decision