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
-
Decision Reference DRN-6195173
31 Mar 2026 Premium Credit Limited UpheldConsumer CreditDRN-6195173 The complaint Mr H is unhappy with how Premium Credit Limited (‘PCL’) administered a running account credit agreement. What happened In April 2024 Mr H entered into a running account credit agreement with PCL to fund the cost of an insurance policy. A year later the agreeme... (3 pages)View decision -
Decision Reference DRN-6254076
31 Mar 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6254076 The complaint Miss N complains that J.P. Morgan Europe Limited (trading as Chase) won’t refund her losses from a scam. What happened Miss N was the victim of an impersonation scam, during which she was tricked into making a card payment to a merchant for £3,404.94. Other pay... (3 pages)View decision -
Decision Reference DRN-6249235
31 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6249235 The complaint Mr S complains Zopa Bank Limited (“Zopa”) irresponsibly lent to him. What happened Mr S took out an unsecured loan from Zopa. The loan was approved on 20 September 2024, and this was for £7,000; the monthly repayments were £264.04 and the total repayable was £9... (3 pages)View decision -
Decision Reference DRN-5465297
31 Mar 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5465297 The complaint Mr K complains about the difficulties that arose and the customer support provided by Paragon Bank Plc when he tried to transfer his account elsewhere. What happened The background to this complaint is well known to both parties, so I will just provide an over... (7 pages)View decision -
Decision Reference DRN-6124646
31 Mar 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6124646 The complaint Mr Q complains that Shop Direct Finance Company Limited trading as Very (Shop Direct) acted irresponsibly when they agreed to lend to him. What happened This complaint is about a catalogue shopping account which Shop Direct provided in March 2020 with a credit... (5 pages)View decision -
Decision Reference DRN-6266062
31 Mar 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6266062 The complaint Mr B has complained that St. James's Place Wealth Management Plc (SJP) unsuitably advised him to switch pensions, and that it failed to provide the ongoing advice service he paid it for subsequently. What happened Mr B met the SJP adviser in May 2022. He ... (7 pages)View decision -
Decision Reference DRN-6266326
31 Mar 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-6266326 The complaint Mr L is unhappy that a car supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS) was of an unsatisfactory quality. What happened In May 2024 Mr L was supplied with a new car through a conditional sale agreement w... (4 pages)View decision -
Decision Reference DRN-6062423
31 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6062423 The complaint Mr P complains about how National Westminster Bank Plc handled his Subject Access Request (SAR). It did not offer adequate compensation after it sent his personal information to the wrong address. What happened As both parties are aware of the details of this c... (2 pages)View decision -
Decision Reference DRN-6265306
31 Mar 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6265306 The complaint Mrs T’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (15 pages)View decision -
Decision Reference DRN-6266308
31 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6266308 The complaint Mr D’s and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What h... (12 pages)View decision