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 392389 results
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Decision Reference DRN-6001700
3 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6001700 The complaint Mr H complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. His wife is also involved in his complaint. What happened A used car w... (3 pages)View decision -
Decision Reference DRN-6107854
3 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6107854 The complaint Mr and Mrs R are unhappy Liverpool Victoria Insurance Company Limited (“LV”) declined their claim for accidental damage under their home insurance policy. What happened Mr and Mrs R made a claim after they discovered rats entering their property. The issue with... (3 pages)View decision -
Decision Reference DRN-6126638
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6126638 The complaint Mr 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’). (2)... (2 pages)View decision -
Decision Reference DRN-6107146
3 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6107146 The complaint Ms M complains that a car that was supplied to her under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Ms M under a finance agreement with CA Auto Finance that she electronically sig... (3 pages)View decision -
Decision Reference DRN-6125573
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6125573 The complaint Mr and Mrs S’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)... (6 pages)View decision -
Decision Reference DRN-6124152
3 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6124152 The complaint Mr and Mrs G complain that Santander UK Plc (Santander) won’t refund the money they lost to a recovery scam. Mr and Mrs G are being represented by a solicitor in this complaint. What happened In November 2024, Mrs G said she received a call from an individual... (7 pages)View decision -
Decision Reference DRN-6122895
3 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6122895 The complaint Ms N says Motability Operations Limited, trading as Motability Operations (who I’ll call ‘MO’) were unreasonable to suspend her from accessing the Motability scheme. What happened The detailed background to this complaint is well known to both parties. So, I’ll... (2 pages)View decision -
Decision Reference DRN-6126554
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6126554 The complaint Mr and Mrs A say their creditor-debtor relationships with Shawbrook Bank Limited, - (the Lender) were unfair to them under section 140A of the Consumer Credit Act 1974 (‘CCA’). And they think the provision of the lending to them was irresponsibly provided. They... (8 pages)View decision -
Decision Reference DRN-6100855
3 Feb 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6100855 The complaint Mr N is unhappy Telefonica UK Limited trading as O2 has continued to charge him for a device plan loan agreement and says he didn’t return a mobile phone as part of an upgrade. What happened Mr N purchased a mobile phone (Phone 1) from O2 in September 2023. He ... (4 pages)View decision -
Decision Reference DRN-5950577
3 Feb 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5950577 The complaint Mr M complains that a hire purchase agreement with MotoNovo Finance Limited, under which a car was supplied to him, was unaffordable and that it provided the credit to him irresponsibly. What happened A used car was supplied to Mr M under a hire purchase agreem... (3 pages)View decision