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 401363 results
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Decision Reference DRN-6283760
10 Apr 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6283760 The complaint Miss S complains about the quality of a car supplied by CA AUTO FINANCE UK LTD (‘CA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with mini... (5 pages)View decision -
Decision Reference DRN-6282992
10 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6282992 The Complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the Compla... (3 pages)View decision -
Decision Reference DRN-6040123
10 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6040123 The complaint Miss B complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But i... (4 pages)View decision -
Decision Reference DRN-6282212
10 Apr 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6282212 The complaint Mr M says Aviva Life & Pensions UK Limited: - Gave him poor service when he was switching another personal pension into his Aviva policy. He says he had to chase the process and there were delays. - Got the figures wrong for the tax-free cash (TFC) he wante... (7 pages)View decision -
Decision Reference DRN-6266219
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6266219 The complaint Mrs C has complained that Barclays Bank UK PLC trading as Barclaycard forced her to go onto a payment plan she didn’t want to enter. Mrs C is being represented by her husband, for the sake of clarity when I refer to Mrs C I mean both her and her representative.... (4 pages)View decision -
Decision Reference DRN-6149371
10 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6149371 The complaint Mr R has complained about Santander UK Plc not refunding a payment he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr R fell victim to a purchas... (3 pages)View decision -
Decision Reference DRN-6283666
10 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6283666 The complaint Mr L complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer 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 Ac... (15 pages)View decision -
Decision Reference DRN-6218907
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6218907 The complaint Ms M complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) failed to properly offer reasonable adjustments. She also complains about a safeguarding referral it made to Ms M’s council. What happened Ms M encountered an issue with verification ... (3 pages)View decision -
Decision Reference DRN-6215493
10 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6215493 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In June 2024, Mrs B visited a friend who was having work done on their driveway and spoke to the ... (5 pages)View decision -
Decision Reference DRN-6190760
10 Apr 2026 EE Limited Not upheldConsumer CreditDRN-6190760 The complaint Mr M is unhappy with a phone he bought from EE Limited using a fixed sum loan agreement, and says he wants a different replacement phone. What happened Mr M bought a new phone from EE Limited in April 2025. The phone had a cash price of £1,150 and Mr M took out... (4 pages)View decision