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-6000735
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6000735 The complaint Mr M and Mrs M’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 (... (8 pages)View decision -
Decision Reference DRN-5875075
12 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5875075 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy and unfairly cancelled that policy. What happened Mr R had a driving licence issued in a Commonwealth country. Under driving laws applying in... (3 pages)View decision -
Decision Reference DRN-5933421
12 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5933421 The complaint Mr J’s complaint is, in essence, that Clydesdale Financial Services 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 Act 197... (5 pages)View decision -
Decision Reference DRN-5786441
12 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786441 The complaint Mr S complains that American Express Services Europe Limited trading as American Express (‘Amex’) didn’t help him with his Platinum credit card account following a previous complaint. Mr S wants Amex to downgrade him to a Gold account. Alternatively, he wants ... (3 pages)View decision -
Decision Reference DRN-5807987
12 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5807987 The complaint Mrs D complains that Fairscore Ltd trading as Updraft (‘Updraft’) was irresponsible in its lending to her. She wants the interest she has paid on the loans refunded. What happened Mrs D was provided with two loans by Updraft, the details of which are set out be... (4 pages)View decision -
Decision Reference DRN-5907933
12 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5907933 The complaint Mrs S is unhappy that Santander UK Plc hasn’t reimbursed losses suffered as a result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and focus on ... (6 pages)View decision -
Decision Reference DRN-5955264
12 Jan 2026 Black Horse Limited UpheldConsumer CreditDRN-5955264 The complaint Ms W complains about a car supplied to her using a hire purchase agreement taken out with Black Horse Limited trading as Land Rover Financial Services (“Black Horse”). What happened In May 2022, Ms W acquired a brand-new car using a hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-6012140
12 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6012140 The complaint Mr G complains that Bank of Scotland plc trading as Halifax hasn’t refunded a payment he made. What happened In January 2025, Mr G purchased a bike from an online marketplace. He said he had issues with the bike from the outset as various parts failed and requi... (3 pages)View decision -
Decision Reference DRN-5750885
12 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5750885 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In August 2024, Mrs W was supplied with a used ... (4 pages)View decision -
Decision Reference DRN-6069046
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6069046 The complaint Mr J’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision