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-6255923
16 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6255923 The complaint This complaint is brought by Mr and Mrs P and is about their now-expired mortgage account held with National Westminster Bank Public Limited Company (NatWest). Mr and Mrs P are represented in the complaint by their son. To avoid confusion between the parties, ... (4 pages)View decision -
Decision Reference DRN-6157903
16 Apr 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-6157903 The complaint Mr R complains that Omni Capital Retail Finance Limited (Omni) rejected his claim under section 75 Consumer Credit Act 1974 (s.75) in respect of faulty building works. What happened In April 2023 Mr R entered into an agreement with the merchant for replacement ... (3 pages)View decision -
Decision Reference DRN-6276717
16 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6276717 The complaint Mr H has complained that Zopa Bank Limited, trading as DivideBuy, unfairly declined his application for a loan without giving reasons for doing so. What happened Mr H applied for an interest-free loan of around £13,000 from DivideBuy, to purchase solar panels. ... (2 pages)View decision -
Decision Reference DRN-6241885
16 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6241885 The complaint Mr W complains that Starling Bank Limited (“Starling”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (4 pages)View decision -
Decision Reference DRN-6133603
16 Apr 2026 NewDay Ltd UpheldConsumer CreditDRN-6133603 The complaint Mr G has complained NewDay Ltd is holding him liable for a credit agreement application. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes ... (3 pages)View decision -
Decision Reference DRN-6295213
16 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6295213 The complaint A limited company, which I’ll refer to as D, complains that National Westminster Bank Public Limited Company’s poor communication prevented it from paying its bounce back loan (“BBL”) and the bank then unfairly recorded the loan as in arrears. What happened D t... (4 pages)View decision -
Decision Reference DRN-5860916
16 Apr 2026 Paymentsense Limited Not upheldBanking and PaymentsDRN-5860916 The complaint Mr C brings the complaint on behalf of R, a partnership. R has a merchant services agreement with Paymentsense Limited (trading as “Dojo”). R believes Dojo sent notification of a chargeback to an incorrect email address which meant it was unable to defend a ch... (3 pages)View decision -
Decision Reference DRN-6058298
16 Apr 2026 Close Brothers Limited Not upheldConsumer CreditDRN-6058298 The complaint Mr S complains about the quality of a vehicle that was supplied through a motor finance agreement with Close Brothers Limited trading as Close Brothers Motor (CBL). What happened In July 2022, Mr S acquired a used car through a conditional sale agreement with C... (3 pages)View decision -
Decision Reference DRN-6028385
16 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6028385 The complaint Ms O complains about the way that National Westminster Bank Public Limited Company dealt with a cheque she wanted to pay into her account and the service it provided. What happened Ms O explains that she was abroad and received a cheque for Euros 280. She spoke... (3 pages)View decision -
Decision Reference DRN-6214925
16 Apr 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6214925 The complaint Mr S complains about the quality of a new car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (SFS). Mr S says that the stop/start function on the car doesn’t work correctly. What... (3 pages)View decision