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-6092580
21 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6092580 The complaint Ms S complains that Lloyds Bank PLC hasn’t treated her fairly in relation to her mortgage. What happened Ms S took out an interest only mortgage with Lloyds in December 2008. The loan was approximately £176,000 over a sixteen-year term. The term came to an end ... (5 pages)View decision -
Decision Reference DRN-6095600
21 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6095600 The complaint Mr B is unhappy that Clydesdale Bank Plc trading as Virgin Money didn’t default his account at an earlier time than they eventually did. What happened Mr B had a credit account with Virgin which fell into arrears. In March 2023, Mr B engaged the services of a ... (4 pages)View decision -
Decision Reference DRN-6094371
21 Jan 2026 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6094371 The complaint Mr D complains that Freemans Public Limited Company acted unfairly by agreeing a catalogue account limit, and subsequent limit increases, which he couldn’t afford to repay. What happened In June 2020 Freemans agreed a catalogue account with an initial limit of... (4 pages)View decision -
Decision Reference DRN-6088162
21 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6088162 The complaint Mrs K, via a representative, has complained that Santander UK Plc (“Santander”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything aga... (3 pages)View decision -
Decision Reference DRN-5792816
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5792816 The complaint Mr S is unhappy with how MBNA Limited acted in respect of reporting to his credit file. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with min... (4 pages)View decision -
Decision Reference DRN-5918506
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5918506 The complaint Mrs T, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she 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... (3 pages)View decision -
Decision Reference DRN-5824166
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5824166 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’), (2) deci... (11 pages)View decision -
Decision Reference DRN-6016714
21 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6016714 The complaint A company, which I’ll refer to as D, complains that Lloyds Bank PLC (“Lloyds”) won’t reimbursed the money it says it lost to a scam. Miss A, who is a director of D (alongside three others), brings the complaint on D’s behalf. For ease, I will refer to D throug... (5 pages)View decision -
Decision Reference DRN-6055417
21 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6055417 The complaint Mr M is unhappy with the car supplied under the hire purchase agreement with Tandem Motor Finance Limited (TM). When I refer to what Mr M and TM have said or have done, it should also be taken to include things said or done on their behalf. What happened In J... (6 pages)View decision -
Decision Reference DRN-5826623
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5826623 The complaint Mr D and Miss N’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding ag... (13 pages)View decision