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-6016603
15 Apr 2026 The Stafford Railway Building Society Not upheldMortgagesDRN-6016603 The complaint Mr and Mrs B complain about how they’ve been treated by The Stafford Railway Building Society trading as The Stafford Building Society (SBS) whilst they’ve been in financial difficulties. What happened Mr and Mrs B have a mortgage with SBS that they took out in... (3 pages)View decision -
Decision Reference DRN-6177136
15 Apr 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6177136 The complaint Mr I complains that Wise Payments Limited, trading as Wise, won’t refund a payment he’s made as part of a scam. What happened Mr I fell victim to a job scam, where he believed he was working for a legitimate business, which I’ll call E. As part of the job scam ... (4 pages)View decision -
Decision Reference DRN-6126091
15 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6126091 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard acted irresponsibly by providing him with, and increasing the limit on, a credit card. What happened In April 2016, Barclaycard approved Mr H’s application for a credit card, giving him a limit of... (4 pages)View decision -
Decision Reference DRN-6128609
15 Apr 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6128609 The complaint Mr and Mrs W complain that Lloyds Bank PLC (Lloyds) are taking legal action to repossess their property following the expiry of their interest-only mortgage term after they were previously reassured that there was no urgency for them to repay the balance. What ... (7 pages)View decision -
Decision Reference DRN-6290008
15 Apr 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6290008 The complaint Mr S’ complaint is, in essence, that Tandem Bank Limited 1 (“TBL”) 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 against ... (17 pages)View decision -
Decision Reference DRN-6253088
15 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6253088 The complaint Mr S complains that Bank of Scotland plc would not register him for voice identification. He is also unhappy about the way it handled his request for his disability to be registered and a query about a returned payment. The bank operates in this case under its ... (2 pages)View decision -
Decision Reference DRN-6143300
15 Apr 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-6143300 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was of an unsatisfactory quality. What happened In September 2023, Miss H was supplied with a used car through... (3 pages)View decision -
Decision Reference DRN-6280433
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6280433 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) 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) ... (5 pages)View decision -
Decision Reference DRN-5881420
15 Apr 2026 Allied Irish Banks Plc UpheldBanking and PaymentsDRN-5881420 The complaint Dr C complains that Allied Irish Banks Plc (“AIB”) won’t refund the money he lost to an investment scam. He is represented by a Claims Management Company. For simplicity, I’ll refer to Dr C throughout this decision. What happened The background is known to both... (3 pages)View decision -
Decision Reference DRN-4747714
15 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4747714 The complaint Mr A’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... (7 pages)View decision