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-6130991
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6130991 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money failed to action his data subject access request (DSAR). What happened Mr K was having problems accessing an ISA he held with Virgin. The problems had persisted for a number of years and related, p... (2 pages)View decision -
Decision Reference DRN-6066338
5 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6066338 The complaint Mr K has complained that Capital One (Europe) plc (“Capital One”) declined his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The facts in this case aren’t disputed so I’ll only briefly set them out here. In April 2019, Mr K u... (5 pages)View decision -
Decision Reference DRN-6033533
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6033533 The complaint Mr R is unhappy that Lloyds Bank PLC (“Lloyds”) won't reimburse him the money he paid to a company for gardening renovations. What happened I’m not going to cover all the points raised in detail. The view of 28 November 2025 covered the details of Mr R’s ... (4 pages)View decision -
Decision Reference DRN-5881797
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5881797 The complaint Mr O complains Lloyds Bank PLC unfairly closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr O held Lloyds accounts and Lloyds reviewed the accounts and applied bl... (4 pages)View decision -
Decision Reference DRN-5922569
5 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5922569 The complaint Miss M is unhappy with the terms of a finance agreement provided by MotoNovo Finance Limited trading as MotoNovo Finance to acquire a car. What happened Around April 2021 Miss M entered into a Personal Contract Purchase (‘PCP’) agreement to acquire a used car,... (4 pages)View decision -
Decision Reference DRN-6002693
5 Feb 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-6002693 The complaint The Royal Bank of Scotland Plc (RBS) provided Ms P with a loan in 2023. Ms P says the loan was provided irresponsibly. What happened RBS provided the loan for £10,000, with monthly repayments of around £130 required for 96 months. RBS didn’t agree they had le... (3 pages)View decision -
Decision Reference DRN-5837529
5 Feb 2026 EE Limited UpheldConsumer CreditDRN-5837529 The complaint Mr W has complained about how EE Limited has administered a credit agreement linked to his phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving ... (5 pages)View decision -
Decision Reference DRN-6005768
5 Feb 2026 Arval UK Limited Not upheldConsumer CreditDRN-6005768 The complaint Mr C says Arval UK Limited (‘Arval’) were unreasonable to pass on a Vehicle Excise Duty (VED) increase to him. 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 event... (2 pages)View decision -
Decision Reference DRN-5895188
5 Feb 2026 Shire Securities Limited Not upheldBanking and PaymentsDRN-5895188 The complaint Mr J and Miss S complain Shire Securities Limited didn’t explain the consequences of them providing personal guarantees for a business they are directors of. What happened Following discussions with Mr J and Miss, S, Shire sent a loan agreement for a limited co... (3 pages)View decision -
Decision Reference DRN-6026526
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6026526 The complaint Ms O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (9 pages)View decision