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-5797490
13 Jan 2026 Vodafone Limited Not upheldConsumer CreditDRN-5797490 The complaint Mr D complains about the information given to him by Vodafone Limited, during an application for a fixed sum loan agreement. What happened In May 2024, Mr D took out a fixed sum loan agreement with Vodafone to pay for a refurbished mobile telephone handset. The... (3 pages)View decision -
Decision Reference DRN-5959275
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5959275 The complaint Ms T’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 Credit... (9 pages)View decision -
Decision Reference DRN-5474982
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5474982 The complaint Miss A complains that Revolut Ltd is holding her liable for a payment she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to the parties. Briefly, Miss A unfortunately fell victim to an impersonation sc... (3 pages)View decision -
Decision Reference DRN-5899352
13 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5899352 The complaint Mr O complains about a fraud prevention marker recorded on the national fraud database by AutoMoney Limited trading as AutoMoney Motor Finance (“AMF”). What happened In November 2023, an application for car finance with AMF was started using Mr O’s personal det... (3 pages)View decision -
Decision Reference DRN-5877381
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5877381 The complaint Mrs W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened When Mrs W complained to NatWest that it failed to safeguar... (3 pages)View decision -
Decision Reference DRN-6068413
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6068413 The complaint Mr and Mrs 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 (2)... (11 pages)View decision -
Decision Reference DRN-6075493
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075493 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-6060693
13 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-6060693 The complaint Mr V complains that Nationwide Building Society gave him incorrect information about how much an overpayment would affect the term of his mortgage. What happened In 2018, Mr V took out a mortgage with Nationwide over 35 years. The terms of the mortgage allowed ... (3 pages)View decision -
Decision Reference DRN-5593873
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5593873 The complaint A limited company, which I’ll refer to as ‘B’, complains that Lloyds Bank PLC have unfairly and unreasonably placed an objection to it being dissolved. B’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mrs W’. What happened B succ... (3 pages)View decision -
Decision Reference DRN-6074147
13 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6074147 The complaint Mr E complains about how Volkswagen Financial Services (UK) Limited (VWFS) has recorded his account with the credit reference agencies and about additional charges applied to his account. What happened In May 2018, Mr E took out a hire agreement for a vehicle w... (3 pages)View decision