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 391431 results
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Decision Reference DRN-6038752
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6038752 The complaint Mr L complains that Capital One (Europe) plc provided him with unaffordable credit cards. What happened Capital One provided Mr L with two credit cards, details of which are provided in the table below: Account Date Event Credit limit Credit card one May 2014O... (4 pages)View decision -
Decision Reference DRN-6111434
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6111434 The complaint Mr E complains about a car supplied under a conditional sale agreement, provided by MONEYBARN NO.1 LIMITED. What happened Around August 2024 Mr E acquired a used car under a conditional sale agreement with Moneybarn. The car is listed with a cash price of £8,7... (5 pages)View decision -
Decision Reference DRN-6056203
28 Jan 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-6056203 The complaint Mrs L complains that National Savings and Investments (NS&I) has failed to trace premium bonds in her name. What happened In April 2025 Mrs L wrote to NS&I as she wanted to cash in some premium bonds held in her and her husband’s names, for which they h... (2 pages)View decision -
Decision Reference DRN-5906925
28 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5906925 The complaint Mrs C complains CA AUTO FINANCE UK LTD (CA Auto) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable and sustainable for her. What happened Mrs C entered into a hire purchase agreement with CA... (4 pages)View decision -
Decision Reference DRN-5854853
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854853 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6103906
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6103906 The complaint Mrs W’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 her under Section 140A of the Consumer Credi... (11 pages)View decision -
Decision Reference DRN-6040316
28 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6040316 The complaint Miss S is complaining that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express hasn’t refunded payments she made as part of a scam. What happened The circumstances of the scam are known to both parties, so I won’t set them out in detail here. I... (2 pages)View decision -
Decision Reference DRN-5973305
28 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5973305 The complaint Miss S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan without carrying sufficient affordability checks. Had better checks been made it would’ve seen she was already in financial difficulties. W... (3 pages)View decision -
Decision Reference DRN-5771456
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771456 The complaint Mr Q complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr Q fell victim to a task-based job sc... (4 pages)View decision -
Decision Reference DRN-5987258
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5987258 The complaint Mr W doesn’t feel MONEYBARN NO.1 LIMITED trading as Moneybarn, have adequately compensated him for the distress and inconvenience he’s been caused. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (2 pages)View decision