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-6076690
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6076690 The complaint Mr G 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 a... (7 pages)View decision -
Decision Reference DRN-5578761
14 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5578761 The complaint Mr A complains that J.P. Morgan Europe Limited (trading as Chase) won’t refund payments he made as part of a scam. What happened • Mr A was the victim of an investment scam involving eighteen payments from his Chase account between 30 August 2024 to 26 October ... (2 pages)View decision -
Decision Reference DRN-5878660
14 Jan 2026 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5878660 The complaint Mrs L complains that Blue Motor Finance Ltd (‘Blue Motor’) irresponsibly gave her a Hire Purchase agreement that she couldn’t afford. What happened On 31 March 2022, Mrs L applied for a hire purchase with Blue Motor. The hire purchase was for £11,495 and the m... (2 pages)View decision -
Decision Reference DRN-5578727
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5578727 The complaint Mr A complains that Lloyds Bank PLC won’t refund payments he made as part of a scam. What happened • Mr A was the victim of an investment scam involving twelve payments from his Lloyds account between 28 August 2024 to 11 September 2024. These went to five paye... (2 pages)View decision -
Decision Reference DRN-6054301
14 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6054301 The complaint Mr P complaints that Bank of Scotland Plc has not treated him fairly in respect of residential and buy-to-let mortgages he holds. What happened This complaint is about a buy-to-let mortgage that Mr P took in 2001, where the term ended in 2021, and a residential... (5 pages)View decision -
Decision Reference DRN-6076979
14 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6076979 The complaint Mr P has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited (BMWFS). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. BMWFS supplied Mr P with a brand-new car on a hire ... (5 pages)View decision -
Decision Reference DRN-5923268
14 Jan 2026 Telefonica UK Limited UpheldConsumer CreditDRN-5923268 The complaint Mr A has complained that Telefonica UK Limited trading as O2 (“O2”) allowed two agreements for mobile phones to be taken out in his name fraudulently. What happened Two fixed sum loan agreements with O2 for mobile phones, were taken out in Mr A’s name in Januar... (3 pages)View decision -
Decision Reference DRN-6058950
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6058950 The complaint Mr and Mrs M’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)... (12 pages)View decision -
Decision Reference DRN-5731423
14 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5731423 The complaint Mr E complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-6076855
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6076855 The complaint Mr and Mrs C’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)... (8 pages)View decision