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-5976520
12 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5976520 The complaint Mr D complains about a default Black Horse Limited have applied to his credit file. He would like it removed. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In August 2022, Mr... (3 pages)View decision -
Decision Reference DRN-5900700
12 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5900700 The complaint Mrs V Is unhappy with how American Express Services Europe Limited (AESEL) handled her refund claim. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decide... (3 pages)View decision -
Decision Reference DRN-5954636
12 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5954636 The complaint Mr B complains that Creation Consumer Finance Ltd (“Creation”) failed to provide clear and timely reminders that the interest-free period on his credit agreement was coming to an end. What happened In June 2024, Mr B entered into a Buy Now Pay Later credit agr... (3 pages)View decision -
Decision Reference DRN-5874138
12 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5874138 The complaint Mr H complains about TSB Bank plc (TSB) after he received a debit card unexpectedly. Mr H says what happened has caused him inconvenience, and significant anxiety. What happened In August 2025, Mr H received a debit card from TSB but to his previous address, an... (2 pages)View decision -
Decision Reference DRN-5779008
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5779008 The complaint Mr 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 (2)... (10 pages)View decision -
Decision Reference DRN-5907076
12 Dec 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5907076 The complaint Mrs P, through her representative, complains that Oodle Financial Services Limited trading as Oodle Car Finance approved a finance agreement for a vehicle which she could not afford to repay. What happened In January 2020 Mrs P wanted to buy a vehicle and used ... (4 pages)View decision -
Decision Reference DRN-5999135
12 Dec 2025 Nationwide Building Society UpheldConsumer CreditDRN-5999135 The complaint Miss F complains that Nationwide Building Society (“Nationwide”) irresponsibly agreed loans for her. What happened Nationwide agreed a loan of £3,000 for Miss F in January 2020. It agreed a second loan a few months later in March, some of which was used to cle... (5 pages)View decision -
Decision Reference DRN-5936861
12 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5936861 The complaint Mr W complains that Creation Consumer Finance Ltd (Creation) has treated him unfairly in relation to a claim made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In July 2024, Mr W purchased a washing machine costing £649 and a dish... (3 pages)View decision -
Decision Reference DRN-5835254
12 Dec 2025 Business Insurance Solutions Limited UpheldInsuranceDRN-5835254 The complaint Mr B complains that Business Insurance Solutions Limited trading as Van Compare (“Van Compare”) said he wasn’t insured when he tried to make a claim under his van insurance policy. What happened Mr B had a policy covering a van, arranged through Van Compare whi... (4 pages)View decision -
Decision Reference DRN-5772596
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5772596 The complaint Mr B is unhappy Lloyds Bank PLC (‘Lloyds’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties and have been set out in detail by the Inves... (5 pages)View decision