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-6124205
9 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6124205 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In January 2023, Mr O was supplied with a used car through a hire purchase agreement with Black Horse. he paid a... (3 pages)View decision -
Decision Reference DRN-6031961
9 Feb 2026 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-6031961 The complaint Mr E complains that Bank of Ireland (UK) Plc (BoI) lent to him irresponsibly and failed to provide appropriate forbearance when he contacted it about financial difficulty. What happened On 20 February 2018, Mr E took a loan of £15,000 with BoI. He fell into dif... (2 pages)View decision -
Decision Reference DRN-6058756
9 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6058756 The complaint Clydesdale Bank Plc, trading as Virgin Money, provided Miss E with a credit card in May 2022. It had a credit limit of £10,000. Miss E says the credit was provided irresponsibly. What happened The details of this complaint are well known to both parties, so I ... (2 pages)View decision -
Decision Reference DRN-6102912
9 Feb 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-6102912 The complaint Mrs T complains that Paragon Bank Plc didn’t provide clear information when she was transferring funds from her Individual Savings Account (ISA) to a new product in 2022. Mrs T is represented in bringing this complaint by Mr T. What happened In November 2022,... (4 pages)View decision -
Decision Reference DRN-6131607
9 Feb 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-6131607 The complaint Mr M complains that Shawbrook Bank Limited mis-calculated the interest due to him on his cash ISA. What happened Mr M had a cash ISA with Shawbrook. He opened the account on 4 July 2024 with a cash deposit of £20,000. The balance was increased by a transfer in ... (4 pages)View decision -
Decision Reference DRN-6039369
9 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6039369 The complaint Miss S complains HSBC UK Bank Plc acted unfairly by defaulting her account when she was making repayments. She also says HSBC treated her unfairly when assessing the amount she could repay each month. What happened After a change in her personal circumstances M... (4 pages)View decision -
Decision Reference DRN-6137732
9 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6137732 The complaint Mr R has complained that Wise Payments Limited won’t refund money he lost to an investment scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my... (3 pages)View decision -
Decision Reference DRN-6137692
9 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6137692 The complaint Mr 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 aga... (10 pages)View decision -
Decision Reference DRN-5954629
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5954629 The complaint National Westminster Bank Public Limited Company (NatWest) provided Mr M with a £24,550 loan in September 2022. It had a 60-month term and the monthly repayments were £560.35. Mr M says the loan was provided irresponsibly. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-6087118
9 Feb 2026 The Mortgage Works (UK) Plc UpheldMortgagesDRN-6087118 The complaint This complaint is about Mr C’s mortgage with The Mortgage Works (UK) Plc; I’ll call it TMW from hereon. Mr C was arranging a new interest rate deal for the mortgage and wanted to have a monthly payment under £100. To do this, he needed to pay a lump sum to red... (3 pages)View decision