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 185689 results
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Decision Reference DRN-6125235
23 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6125235 The complaint Mr M’s complaint is about a used car, and a hire purchase agreement, he has with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (STB). Mr M says that the car wasn’t of satisfactory quality, and he complained about it very soon after he acquired i... (3 pages)View decision -
Decision Reference DRN-6268699
23 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6268699 The complaint Mrs A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2024, Mrs A was helping a friend to get a Certificate of Sponsorship so they could come and work in the UK – I’ll refer to the frie... (3 pages)View decision -
Decision Reference DRN-6305546
23 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6305546 The complaint Miss W’s complaint is about a mortgage application she made to Barclays Bank PLC. She is unhappy that the mortgage offer that it made to her was withdrawn several months later following a physical valuation of the property being completed, which Barclays had ch... (5 pages)View decision -
Decision Reference DRN-4690586
22 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4690586 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (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 197... (18 pages)View decision -
Decision Reference DRN-6254655
22 Apr 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6254655 The complaint Miss R complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) failed to act fairly and reasonably towards her when entering into a hire purchase agreement with her. She’s said that MBFS failed to disclose the commission it paid to the broker that ... (2 pages)View decision -
Decision Reference DRN-6169127
22 Apr 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6169127 The complaint Mr W’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 ag... (12 pages)View decision -
Decision Reference DRN-6306038
22 Apr 2026 Black Horse Limited Not upheldConsumer CreditDRN-6306038 The complaint Mr L complains about the quality of a car he has been financing through an agreement with Black Horse Limited (Black Horse). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (2 pages)View decision -
Decision Reference DRN-5932069
22 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5932069 The complaint Mr G is unhappy with how Santander UK Plc handled his fraud claim. What happened In April 2025 Mr G received a call from a scammer impersonating Santander. Mr G has described being told about a payment to a travel agent that he didn’t make and receiving an SMS ... (3 pages)View decision -
Decision Reference DRN-6298920
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6298920 The complaint Miss P complains Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss P said she came across a ... (3 pages)View decision -
Decision Reference DRN-6311015
22 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6311015 The complaint Mr K’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... (3 pages)View decision