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-5805404
22 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5805404 The complaint Mr S is unhappy that Oakbrook Finance Limited (“OFL”) arranged for visit to his home address without prior notice based on arrears on his personal loan. What happened On 15 May 2025, Mr S received a phone call from his wife who was distressed that a field agent... (2 pages)View decision -
Decision Reference DRN-6092096
22 Jan 2026 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-6092096 The complaint Miss K complains Marks & Spender Financial Services Plc trading as M&S Bank defaulted her credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Miss K holds a... (3 pages)View decision -
Decision Reference DRN-6058262
22 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6058262 The complaint Mr A has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened a business card account with Amex in 2024 after already holding a personal account with them... (2 pages)View decision -
Decision Reference DRN-5911715
22 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5911715 The complaint Mr M complains about the service he received from Nationwide Building Society (NBS) when he contacted it for information about a payment. Mr M also complains NBS placed an alert on his profile. What happened Mr M contacted NBS in late September 2025 as he wante... (3 pages)View decision -
Decision Reference DRN-5970728
22 Jan 2026 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5970728 The complaint Mr M complains TransUnion International UK Limited has acted unfairly by allowing unauthorised access to his credit file. What happened In July 2025, TransUnion wrote to Mr M telling him his information had been involved in a data breach. This meant some detai... (4 pages)View decision -
Decision Reference DRN-5874131
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874131 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 ... (12 pages)View decision -
Decision Reference DRN-6089241
22 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089241 The complaint Mr G’s complaint is, in essence, that Clydesdale Financial Services (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 Credit Act 1... (17 pages)View decision -
Decision Reference DRN-5995343
22 Jan 2026 Vodafone Limited Not upheldConsumer CreditDRN-5995343 The complaint Mr P has complained that Vodafone Limited (Vodafone) is holding him liable for a credit agreement that was taken out to buy a device and that it has placed negative information on his credit file. What happened On 16 January 2025, Mr P entered into a Fixed Sum... (6 pages)View decision -
Decision Reference DRN-5750038
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5750038 The complaint Mr T complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr T is personally represented, however, for ease I have only referred to Mr T in this decision. What happened The background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5941117
22 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-5941117 The complaint The estate of Mr R complain that Motability Operations Limited (who I’ll call “MO”) won’t pay a good condition payment. 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 ... (2 pages)View decision