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-5888490
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5888490 The complaint Mr W complains that Nationwide Building Society (Nationwide) treated him unfairly when he was trying to undertake some balance transfers on his new credit card. What happened The background to this complaint is well known to all parties so I’ll just give a bro... (4 pages)View decision -
Decision Reference DRN-6070003
28 Jan 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6070003 The complaint Mr B is unhappy that Telefonica UK Limited trading as O2 won’t replace or repair a tablet he bought with a fixed sum loan agreement. What happened In April 2020, Mr B bought a tablet from O2. The tablet cost around £1,400 and Mr B took out a fixed sum loan agre... (3 pages)View decision -
Decision Reference DRN-6109901
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109901 The complaint Mr P’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) deciding a... (4 pages)View decision -
Decision Reference DRN-6079592
28 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6079592 The complaint Miss B complains about how Santander Consumer (UK) Plc (‘Santander’) has administered a car finance agreement she has with it. She has had problems repaying the account, but she thinks that Santander should have defaulted it at an earlier time, or not at all. S... (4 pages)View decision -
Decision Reference DRN-6039823
28 Jan 2026 Barclays Bank Plc Not upheldInvestmentsDRN-6039823 The complaint Mr M complains that Barclays Bank Plc won’t carry out an off-market transfer for some de- listed shares he holds. What happened In early 2025 Mr M spoke with Barclays about swapping the listing of some of his shares to the Australian Market. Barclays said this ... (2 pages)View decision -
Decision Reference DRN-5766685
28 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5766685 The complaint Mr R is unhappy with U K Insurance Limited trading as Direct Line’s (UKI) decision to decline a claim made under his buildings insurance policy. What happened In April 2025 Mr R made a claim to UKI. He said his kitchen floor appeared to have dropped and he tho... (2 pages)View decision -
Decision Reference DRN-6106107
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6106107 The complaint Ms S complains that the car she acquired through MONEYBARN NO.1 LIMITED wasn’t of satisfactory quality. She wants Moneybarn to cover the cost of repairs or accept her rejection of the car. What happened Ms S entered into a conditional sale agreement in July 202... (3 pages)View decision -
Decision Reference DRN-6054500
28 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-6054500 The complaint Mr R complains that Tandem Motor Finance Limited trading as Tandem refused to let him reject a car. What happened In December 2024 Mr R acquired a second hand car at a cost of £8,995 funded by a hire purchase agreement with Tandem. It was almost six years old a... (3 pages)View decision -
Decision Reference DRN-5935730
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5935730 The complaint Mr K’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 him under Section 140A of the Consumer Credit... (4 pages)View decision -
Decision Reference DRN-6043709
28 Jan 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6043709 The complaint Mr S complains that James Hay Administration Company Limited (James Hay) caused unnecessary delays to the withdrawal requests he wanted to make in March and April 2025. What happened Mr S has a Self-Invested Personal Pension (SIPP) with James Hay. On 28 August ... (9 pages)View decision