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-6093501
21 Jan 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6093501 The complaint Mr S complains about the quality of a vehicle he acquired through a hire purchase agreement financed by MotoNovo Finance Limited. What happened In January 2025 Mr S acquired a used car through a hire purchase agreement. The car was around nine years old, and i... (4 pages)View decision -
Decision Reference DRN-5842840
21 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5842840 The complaint Mr Z has complained Clydesdale Bank Plc (trading as Virgin Money) acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It refle... (3 pages)View decision -
Decision Reference DRN-5995568
21 Jan 2026 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-5995568 The complaint Mr A complains that Carnegie Consumer Finance Limited didn’t allow him to cancel a fixed sum loan agreement. What happened In November 2024, Mr A enrolled onto a training course which was funded by a fixed sum loan agreement with Carnegie. The cost of the cours... (2 pages)View decision -
Decision Reference DRN-5864424
21 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5864424 The complaint Miss V complains that Capital One (Europe) Plc (Capital One) acted irresponsibly by agreeing to lend to her. What happened Miss V applied for three revolving credit facilities (credit cards) with Capital One, around 2014 (*1004), Sept 2021 (*0062) and June 2022... (4 pages)View decision -
Decision Reference DRN-6043118
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6043118 The complaint Miss A complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) unfairly defaulted and terminated her credit card account. What happened Miss A says Tesco defaulted and terminated her credit card account even though she had paid £650 into her account in Oct... (2 pages)View decision -
Decision Reference DRN-6040358
20 Jan 2026 Ald Automotive Limited Not upheldConsumer CreditDRN-6040358 The complaint Mr H complains that he had to make payments to Ald Automotive Limited even though his car had been stolen. What happened On 7 May 2021 Mr H was supplied with a car and entered into a hire agreement with Ald Automotive. The vehicle was stolen in December 2024 an... (2 pages)View decision -
Decision Reference DRN-6039896
20 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6039896 The complaint Miss V complains that Black Horse Limited recorded arrears on her account and contacted her about missed payments. What happened Miss V entered into a finance agreement with Black Horse. In March 2025 Miss V experienced issues with her bank with several payment... (2 pages)View decision -
Decision Reference DRN-5825415
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5825415 The complaint Mrs H complains that NewDay Ltd (“NewDay”) lent two credit cards that were not affordable and provided increases on both which, again, were unaffordable. What happened In December 2020 Mrs H applied for - and was given – a Fluid credit card with NewDay. She wa... (3 pages)View decision -
Decision Reference DRN-6009916
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6009916 The complaint Mr and Mrs O complain about how Santander UK Plc carried out its Know Your Customer (KYC) and Know Your Business (KYB) checks. What happened Mr and Mrs O hold a joint current account with Santander, and Mr O also has a sole business account. Between December 2... (3 pages)View decision -
Decision Reference DRN-6093116
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6093116 The complaint Mr T and Mrs 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 (... (12 pages)View decision