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-6102085
23 Jan 2026 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-6102085 The complaint Mr O complains that the car he acquired through Toyota Financial Services (UK) PLC, trading as Redline Finance (“TFS”) was mis-sold to him. He wants to reject the car and have the credit agreement unwound. What happened Mr O entered into a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-5844910
23 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5844910 The complaint Mr O complains that Nationwide Building Society acted unfairly by using funds in his account to pay a creditor following a Third-Party Debt Order being issued by the Courts. What happened Mr O explains that he’s been seriously ill for the past two years, which ... (3 pages)View decision -
Decision Reference DRN-6056223
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6056223 The complaint Mr A complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with his claim for a refund. Mr A is represented in his complaint. But to keep things simple I have referred to all submissions and actions taken from Mr A’s represe... (5 pages)View decision -
Decision Reference DRN-6098940
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6098940 The Complaint Mr and Mrs K’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)... (14 pages)View decision -
Decision Reference DRN-6101722
23 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6101722 The complaint Mrs B complains that Santander UK Plc (‘Santander’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) investment scam. What happened In December 2021, Mrs B entered into an investment agreement with a company which I’ll refer... (4 pages)View decision -
Decision Reference DRN-5821613
23 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5821613 The complaint Mr G complains about the customer service he received from Barclays Bank UK Plc (‘Barclays’) when he attempted to transfer out his ISA to another financial institution. What happened Mr G made a request via another financial institution, I’ll call ‘A’, to tran... (6 pages)View decision -
Decision Reference DRN-5569188
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5569188 The complaint Mr Y, via a representative, has complained that Revolut Ltd (“Revolut”) failed the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on... (3 pages)View decision -
Decision Reference DRN-6101845
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6101845 The complaint Mr and Mrs K’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)... (12 pages)View decision -
Decision Reference DRN-5878286
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5878286 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) incorrectly told him that if he opened a current account, only a soft credit file search will be carried out. After Mr S applied for an account, he discovered that a hard cred... (2 pages)View decision -
Decision Reference DRN-6051874
23 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6051874 The complaint Mr R complains about the quality of a used car he acquired through a conditional sale agreement with MONEYBARN NO.1 LIMITED (‘Moneybarn’). Mr R says the car isn’t of satisfactory quality and in his initial complaint he said he wanted the car repaired at no cost... (4 pages)View decision