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-5944326
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5944326 The complaint and background Mr M complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t do enough to protect him when he fell victim to an investment scam in 2021. And that it won’t reimburse his losses. Our investigator ultimately concluded that... (2 pages)View decision -
Decision Reference DRN-5910499
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5910499 The complaint Mrs N and Mr N’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 (... (14 pages)View decision -
Decision Reference DRN-5993287
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993287 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5955496
14 Jan 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5955496 The complaint Mr H complains that Zempler Bank Limited wrongly restricted his account without telling him that it was doing so and that it then did not lift the restrictions, even though it had said it would do so. Mr H is particularly concerned that he can no longer make ca... (3 pages)View decision -
Decision Reference DRN-6077197
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6077197 The complaint Mr and Mrs P’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)... (11 pages)View decision -
Decision Reference DRN-5976789
14 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5976789 The complaint Ms K complains that a car she acquired via a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance isn’t of satisfactory quality. Ms K has been assisted in bringing her complaint by a member of her family, however for... (3 pages)View decision -
Decision Reference DRN-5915692
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5915692 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr A applied for an Aqua credit card in April 2024. In his application, Mr A gave an annual income of £3... (3 pages)View decision -
Decision Reference DRN-6056642
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6056642 The complaint Ms J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY changed her contact number to that of her daughter without her consent. What happened Ms J contacted NatWest in June 2025 concerning a payment she had attempted to make and she found her accou... (2 pages)View decision -
Decision Reference DRN-6078651
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6078651 The complaint Mr T’s complaint is, in essence, that Tandem Bank Limited (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 (as amended) (the ‘CCA’) and (2) deciding a... (12 pages)View decision -
Decision Reference DRN-6072919
14 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6072919 The complaint Mr B complains that American Express Services Europe Limited (‘Amex’) misrepresented a travel insurance benefit linked to his Platinum charge card. He feels his account was mis- sold. He’s unhappy Amex misadvised him. Mr B wants Amex to refund his Amex card mem... (3 pages)View decision