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
-
Decision Reference DRN-6094539
21 Jan 2026 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-6094539 The complaint Mr H complains Capquest Debt Recovery Limited: • Aren’t a legitimate creditor because they’ve not provided sufficient proof of legal ownership • Have refused to consider writing off a debt, even though another lender has • Hindered his solicitor from gathering ... (6 pages)View decision -
Decision Reference DRN-6002539
21 Jan 2026 TSB Bank plc Not upheldMortgagesDRN-6002539 The complaint Mr F complains that TSB Bank plc hasn’t offered him enough support with his mortgage and has instead begun legal action to take possession of his property. A relative, Miss F, brings the complaint on Mr F’s behalf. What happened Mr F took out a mortgage with ... (3 pages)View decision -
Decision Reference DRN-6080559
21 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6080559 The complaint Miss C complains that Shop Direct Finance Company Limited (SDFC) acted irresponsibly when agreeing to lend to her. What happened Around August 2021 Miss C applied for a revolving credit facility (catalogue account) with SDFC. Her application was successful and ... (4 pages)View decision -
Decision Reference DRN-6094233
21 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6094233 The complaint Mr C complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 23 December 2024, 41 separate transactions debited Mr C’s account over a two-hour period totalling £4,018.00. All transactions were ma... (4 pages)View decision -
Decision Reference DRN-5982232
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5982232 The complaint Mr M complains that Revolut Ltd has declined to reimburse payments made as part of a scam. What happened In October 2025, Mr M attempted to purchase theatre tickets from what now appears to be a scam website. He made one payment and then spoke to customer suppo... (3 pages)View decision -
Decision Reference DRN-6093660
21 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6093660 The complaint Mr P complains about the balance BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (who I’ll call BMWFS) are asking him to pay on a finance agreement. What happened I issued my provisional decision on this complaint earlier this month. An e... (3 pages)View decision -
Decision Reference DRN-5785952
21 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785952 The complaint Miss D complains that NewDay Ltd trading as John Lewis Partnership Card (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In December 2022, Miss D applied for a credit card with NewDay. She... (4 pages)View decision -
Decision Reference DRN-6093638
21 Jan 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6093638 The complaint Mrs L complains about the service she received from members of staff at a branch of The Co-operative Bank P.L.C. And a discrepancy of £60 in a cash deposit the same day. I sent the parties a provisional decision on 6 January 2026, in which I set out the followi... (4 pages)View decision -
Decision Reference DRN-5795288
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5795288 The complaint Mr J and Ms W’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... (13 pages)View decision -
Decision Reference DRN-5968008
21 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5968008 The complaint Mr W is complaining about BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). He says they were irresponsible in lending to him as the repayments were unaffordable. Mr W’s complaint was brought to us by a representative but, for... (3 pages)View decision