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 388057 results
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Decision Reference DRN-6003093
13 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6003093 The complaint Mr K complains about Moneybarn No.1 Limited’s decision to lend him. He says the loan was unaffordable. A representative has brought the complaint to our service. But for clarity, I’ve only referred to Mr K throughout this decision. What happened In November 2... (3 pages)View decision -
Decision Reference DRN-6007390
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6007390 The complaint Mr N complains about the way National Westminster Bank Public Limited Company (‘NatWest’) has handled his credit card accounts. What happened The background to this complaint is well known by both parties so I’ll focus my decision on the findings of this case. ... (2 pages)View decision -
Decision Reference DRN-6041383
13 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6041383 The complaint Mr S complains about PayPal UK Ltd’s actions surrounding payments where he says he didn’t receive the goods he paid for. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key... (3 pages)View decision -
Decision Reference DRN-6018518
12 Jan 2026 Black Horse Limited UpheldConsumer CreditDRN-6018518 The complaint Miss E complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss E under a hire purchase agreement with Black Horse that she electronicall... (3 pages)View decision -
Decision Reference DRN-6060789
12 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6060789 The complaint Miss H complains that a credit card account with Clydesdale Bank plc, trading as Virgin Money, wasn’t affordable for her. What happened Miss H applied to Virgin Money for a credit card account with a 0% balance transfer offer in August 2019. Her application was... (3 pages)View decision -
Decision Reference DRN-6060309
12 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6060309 The complaint Miss E complains that a loan that was made to her by Lendable Limited was unaffordable and that it lent to her irresponsibly. What happened Miss E applied to Lendable Limited for a loan in June 2023. Her application was accepted and she entered into a fixed sum... (3 pages)View decision -
Decision Reference DRN-5987157
12 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5987157 The complaint Miss H complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss H under a conditional ... (3 pages)View decision -
Decision Reference DRN-6072755
12 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6072755 The complaint Mr F’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 ag... (13 pages)View decision -
Decision Reference DRN-6072874
12 Jan 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6072874 The complaint Mrs H is unhappy with how NewDay Ltd, trading as John Lewis Partnership Credit Card, have administered her account, and with the service that she’s received from them. What happened Mrs H has a hearing impairment which makes it very difficult for her to use the... (4 pages)View decision -
Decision Reference DRN-6053341
12 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6053341 THE COMPLAINT Miss M complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detai... (3 pages)View decision