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-5703234
16 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5703234 The complaint Mr C, via a representative, has complained that Bank of Scotland plc (“BOS”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again h... (3 pages)View decision -
Decision Reference DRN-5783294
16 Dec 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5783294 The complaint Mr B complains that Shop Direct Finance Company Limited trading as “Very” provided him with a catalogue account and increased his limit irresponsibly. What happened Very provided Mr B with a catalogue account in December 2021 with a limit of £250. It increased... (5 pages)View decision -
Decision Reference DRN-5854297
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854297 The complaint Dr F and Mrs F’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 (... (11 pages)View decision -
Decision Reference DRN-6024604
16 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6024604 The complaint Mr J complains that Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (VWFS) unfairly charged him for excess mileage after he voluntarily terminated a hire purchase agreement. What happened In August 2022, Mr J was supplied with a... (5 pages)View decision -
Decision Reference DRN-5797830
16 Dec 2025 Bamboo Limited Not upheldConsumer CreditDRN-5797830 The complaint Miss T complains that Bamboo Limited was irresponsible in its lending to her. She wants all interest and charges refunded and for any negative entries on her credit file to be removed. What happened Miss T was issued with a £2,000 loan by Bamboo Loans in May 20... (3 pages)View decision -
Decision Reference DRN-6024269
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6024269 The complaint Mr and Mrs L’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 (2)... (11 pages)View decision -
Decision Reference DRN-5831062
16 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5831062 The complaint Mr L has complained MBNA Limited is continuing to hold him liable for a credit card and a personal loan that he never applied for. What happened Mr L is represented in his complaint by his son. For ease I will refer to Mr L senior alone. In February 2025 Mr L’s... (3 pages)View decision -
Decision Reference DRN-5877718
16 Dec 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5877718 The complaint Ms A has complained about the information Hutchison 3G UK Limited (Three) provided when she took out a new finance agreement. What happened In June 2024, Ms A entered into a Fixed Sum Loan Agreement with Three for the supply of a new mobile phone. I’ll call th... (4 pages)View decision -
Decision Reference DRN-5833114
16 Dec 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5833114 The complaint Hastings Financial Services Limited (‘Hastings’) provided Mr B with a personal loan in July 2024. Mr B borrowed £15,000 and he was due to make 60 monthly repayments of £318.23. Mr B says the credit was provided irresponsibly and he can’t afford to repay it. Wh... (2 pages)View decision -
Decision Reference DRN-6024386
16 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-6024386 The complaint Mr A has complained that AWP P&C S.A. declined a travel insurance claim. What happened The background to this complaint is well known to the parties so I won’t set out the details in full. In summary Mr A flew to Europe from the UK on 7 March 2025 and was d... (3 pages)View decision