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 179851 results
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Decision Reference DRN-5790135
16 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5790135 The complaint Mr S complains about the miscommunication from BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMWFS”) when he was voluntary terminating his hire purchase agreement. What happened Both parties are familiar with the background of this co... (3 pages)View decision -
Decision Reference DRN-6084171
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6084171 The complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5992733
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992733 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money he lost to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set... (3 pages)View decision -
Decision Reference DRN-5962940
16 Jan 2026 Lendable Ltd UpheldConsumer CreditDRN-5962940 The complaint Miss L complains that Lendable Ltd trading as Autolend (Autolend) recorded arrears on her credit file incorrectly. What happened In January 2022 Miss L acquired a used car through a hire purchase agreement financed by Autolend. The agreement was voluntarily te... (3 pages)View decision -
Decision Reference DRN-5906242
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5906242 The complaint Miss J complains about Barclays Bank UK PLC. She says that she has been the victim of a scam and would like Barclays to refund her the money she says she has lost. What happened Miss J says that in 2023 she unfortunately fell victim to a romance scam when she... (2 pages)View decision -
Decision Reference DRN-5950927
16 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5950927 The complaint Mr K complained about the way Secure Trust Bank Public Limited Company trading as V12 Retail Finance (V12) dealt with a claim for a sofa he bought using a fixed sum loan agreement. Mr K is represented in his complaint. But to keep things simple I have referred... (3 pages)View decision -
Decision Reference DRN-5890819
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5890819 The complaint Mr H is unhappy with how Barclays Bank UK PLC trading as Barclaycard (Barclays) handled a claim he made about a transaction on his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which refl... (5 pages)View decision -
Decision Reference DRN-5810828
16 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5810828 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded all the money he lost to a job-task scam. What happened On 1 April 2025, Mr C was contacted by a third party (whom I’ll refer to as ‘R’) about a job opportunity. R told Mr C that by ... (7 pages)View decision -
Decision Reference DRN-5754206
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5754206 The complaint Mr and Mrs K are unhappy that The Royal Bank of Scotland Plc (“RBS”) won’t reimburse money they say they lost to a scam. What happened In early February 2025, Mr and Mrs K employed a tradesperson (“Mr R”) to carry out a renovation of their bathroom. As it is M... (4 pages)View decision -
Decision Reference DRN-5892698
16 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5892698 The complaint Mr A complains that THE CO-OPERATIVE BANK P.L.C. (“Co-op”) has declined to refund the money he lost to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here. However, in su... (5 pages)View decision