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 179155 results
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Decision Reference DRN-6090066
26 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6090066 The complaint Mr W complains about the losses – both direct and indirect - he says he suffered as a result of incorrect advice he received when he contacted BMWFS regarding the settlement of his account. What happened The facts of this case are known to both parties. With t... (13 pages)View decision -
Decision Reference DRN-5975162
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5975162 The complaint Mr M’s complaint is, in essence, that Shawbrook Bank Limited 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 against paying... (13 pages)View decision -
Decision Reference DRN-5891933
26 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5891933 The complaint Mr S has complained about how Nationwide Building Society (“Nationwide”) dealt with a request to add a third-party mandate to his account. Having reviewed this complaint, I don’t think Nationwide needs to do anything further in relation to this complaint. This... (3 pages)View decision -
Decision Reference DRN-5920345
26 Jan 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5920345 The complaint Mr G complains that Bank of Ireland (UK) Plc (BoI) failed to tell him that the fixed interest rate on his mortgage was about to expire. What happened Mr G has a mortgage with BoI. In September 2022 he took a two year fixed interest rate. The fixed rate was due ... (3 pages)View decision -
Decision Reference DRN-6053019
26 Jan 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6053019 The complaint Mr D has complained about how Telefonica UK Limited trading as O2 (O2) handled his applications for a credit agreement. What happened Mr D made an application for credit with O2 for a device. Due to issues with the applications, he made seven application attem... (2 pages)View decision -
Decision Reference DRN-5966177
26 Jan 2026 Electrolease Group Ltd Not upheldConsumer CreditDRN-5966177 The complaint Mr T complains that Electrolease Group Ltd (‘Electrolease’) won’t honour their agreement with him and have exposed him to a loss of nearly £12,000. Mr T wants compensation for his financial loss. What happened In January 2025 Mr T placed an order with Electrole... (2 pages)View decision -
Decision Reference DRN-5848700
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5848700 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)... (16 pages)View decision -
Decision Reference DRN-6104527
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6104527 The complaint Mr M complains that Nationwide Building Society gave him an overdraft he couldn’t afford to repay. What happened Mr M held a current account with Nationwide. In November 2022, he applied for an overdraft facility on the account. Nationwide gave him an initial l... (3 pages)View decision -
Decision Reference DRN-6097445
26 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6097445 The complaint MONEYBARN NO.1 LIMITED trading as Moneybarn (Moneybarn) provided Mrs G with a Conditional Sale Agreement (CSA) to acquire a used car in 2018. The cash price of the car was £7,640, with Mrs G paying a deposit of £660 and the remaining £6,980 provided as credit. ... (2 pages)View decision -
Decision Reference DRN-6105789
26 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6105789 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) has acted unfairly by not refunding a payment using his credit card. What happened Around September 2019, Mr J says he paid a deposit of £500 to a hotel I’ll refer to as L, using his Tesc... (9 pages)View decision