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-5748432
14 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5748432 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money declined his credit card application after giving a 100% pre approval score when he checked eligibility. What happened Mr M applied for a 118 118 Money credit card via its website. Before compl... (2 pages)View decision -
Decision Reference DRN-5886363
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5886363 The complaint Mrs P’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5981817
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5981817 The complaint Mr H, a sole trader, complains Santander UK Plc has introduced a monthly fee for its business bank account. What happened Mr H opened a business account in around 2001 with Abbey National. At the time, the account was marketed as “free forever” and there were n... (3 pages)View decision -
Decision Reference DRN-6076989
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6076989 The complaint Mr P’s complaint is, in essence, that Clydesdale Financial Services Limited, 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 Cred... (12 pages)View decision -
Decision Reference DRN-6075346
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075346 The complaint Mr B and Mrs E’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 (... (10 pages)View decision -
Decision Reference DRN-6053275
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6053275 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss F was approved for a Virgin Money credit card in June 2022, with a £4,000 credit limit. The credit limit was increased to £8,000 in May 2024. Miss F ... (4 pages)View decision -
Decision Reference DRN-6054177
14 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6054177 The complaint Mr H complains about the quality of a car he acquired under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CA Auto). When I refer to what Mr H and CA Auto said or did, it should also be taken to include things said or done on their behalf.... (6 pages)View decision -
Decision Reference DRN-6062214
14 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6062214 The complaint Mr A complains about a guaranteed asset protection (GAP) insurance policy sold to him when he entered into a hire-purchase agreement with Black Horse Limited in January 2022. What happened Mr A bought a car from a dealership (partly funded with a hire purchase... (4 pages)View decision -
Decision Reference DRN-5927059
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5927059 The complaint Miss V complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will mostly refer to Miss V in my decision because she held the... (4 pages)View decision -
Decision Reference DRN-5655961
14 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-5655961 The complaint Miss C and Mr M have complained about the mortgage they hold with Nationwide Building Society. They said that Nationwide extended the term of their mortgage without their consent, and that it then made it difficult to overpay the mortgage to reduce the mortgage... (3 pages)View decision