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-6109605
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109605 The complaint Mr and Mrs 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’) and (2)... (13 pages)View decision -
Decision Reference DRN-6109549
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6109549 The complaint Mr S complains Mitsubishi HC Capital Finance Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is repr... (13 pages)View decision -
Decision Reference DRN-6109633
27 Jan 2026 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-6109633 The complaint Mr D complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr D was provided with a loan by Bank of Ireland (UK) Plc (BOI) on 23 April 2019. The amount of credit was £20,000, repayable over 60 months at an interest rate ... (4 pages)View decision -
Decision Reference DRN-5839598
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5839598 The complaint Mr and Mrs C’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)... (9 pages)View decision -
Decision Reference DRN-6108031
27 Jan 2026 Yodelar Investments Limited UpheldInvestmentsDRN-6108031 The complaint Ms S complains about advice given by Yodelar Investments Limited to invest £300,000 in a portfolio, which she feels was unsuitable due to the level of risk involved. What happened In July 2021 Ms S was nearing retirement and planning on selling her business, so... (6 pages)View decision -
Decision Reference DRN-5909169
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5909169 The complaint Mr H is unhappy with how Nationwide Building Society (Nationwide) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them in full here. What I’ve decided – and why I’ve considered all th... (3 pages)View decision -
Decision Reference DRN-5963122
27 Jan 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5963122 The complaint Mr K complains about the quality of a vehicle he acquired through a conditional sale agreement financed by Volvo Car Financial Services UK Limited (VCFS). What happened In April 2023 Mr K acquired a used car through a conditional sale agreement. The car was ar... (4 pages)View decision -
Decision Reference DRN-6009940
27 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6009940 The complaint Mr B has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to settle a claim as a fault claim under his car insurance policy. What happened LV received a claim from a pedestrian who said while Mr B was reversing his car, he struck he... (2 pages)View decision -
Decision Reference DRN-5961556
27 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5961556 The complaint Mr M complains that Oodle Financial Services Limited, trading as Oodle Car Finance (who I’ll call Oodle) wouldn’t accept his offer to pay £300-400 towards his account balance. What happened The detailed background to this complaint is well known to both parties... (2 pages)View decision -
Decision Reference DRN-5979987
27 Jan 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5979987 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (“Aegon”) treated him unfairly when it concluded a transfer he had proposed, of his pension savings to a Qualifying Recognised Overseas Pension Scheme (“QROPS”), would be subject to an overseas transfe... (3 pages)View decision