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 392389 results
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Decision Reference DRN-5322687
9 Feb 2026 Assetz SME Capital Limited Not upheldInvestmentsDRN-5322687 The complaint Mr M complains about the way Assetz SME Capital Limited (“Assetz”) has used its terms and conditions to introduce an ISA Transfer Fee on his peer-to-peer (“P2P”) lending account. What happened Mr M has held a P2P lending account with Assetz since 2019 and bega... (9 pages)View decision -
Decision Reference DRN-6101307
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6101307 The complaint Mr G and Miss R 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’). What... (6 pages)View decision -
Decision Reference DRN-6122081
9 Feb 2026 Assetz SME Capital Limited Not upheldInvestmentsDRN-6122081 The complaint Mr W complains about the way Assetz SME Capital Limited (“Assetz”) has used its terms and conditions to introduce an ISA Transfer Fee on his peer-to-peer (“P2P”) lending account. He says the introduction of the ISA Transfer Fee terms and conditions don’t allow... (10 pages)View decision -
Decision Reference DRN-5910658
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5910658 The complaint Mrs C complains National Westminster Bank Public Limited Company irresponsibly provided her with a personal loan. What happened NatWest has provided Mrs C with several lending products since around 2008. My decision here deals with a loan of £12,000 provided in... (3 pages)View decision -
Decision Reference DRN-6139201
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6139201 The complaint Mr P complains that when opening a savings account, Santander UK Plc (Santander) didn’t inform him that he wouldn’t be able to access the funds for a fixed period. What happened Mr P opened a 12-month fixed term savings account with Santander in branch and dep... (2 pages)View decision -
Decision Reference DRN-6139244
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6139244 The complaint Mr H and Mrs H’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 (... (9 pages)View decision -
Decision Reference DRN-6138911
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6138911 The complaint Mr D’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 Credit... (11 pages)View decision -
Decision Reference DRN-5936539
9 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5936539 The complaint A limited company, which I’ll refer to as ‘H’, complains that American Express Services Europe Limited (“AmEx”) reduced the credit limit on its account. H’s complaint is brought to this service by its director, whom I’ll refer to as ‘Miss G’. What happened H ha... (3 pages)View decision -
Decision Reference DRN-5744614
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5744614 The complaint Mr B and Ms T 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-6138914
9 Feb 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6138914 The complaint Ms R complains that Intact Insurance UK Limited have unfairly declined her claim for damage caused to her cellar from leaking drains. What happened Ms R held buildings and contents insurance with Intact. In November 2021 Ms R found water “gushing” into her ce... (4 pages)View decision