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 386796 results
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Decision Reference DRN-5831051
19 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5831051 The complaint Mr W complains that a bike supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. What happened In July 2024, Mr W was supplied with a used bike through a hire purchase agreement with CA. The cash price ... (4 pages)View decision -
Decision Reference DRN-6012778
19 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6012778 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-5719573
19 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5719573 The complaint Mrs P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened i... (3 pages)View decision -
Decision Reference DRN-6034309
19 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-6034309 The complaint Mr S complains about TSB Bank plc. Mr S was unable to access the TSB mobile phone app while he was overseas. Mr S said this caused him distress and inconvenience. What happened Mr S said he was unable to use the banking app on his phone during his holiday. Mr S... (3 pages)View decision -
Decision Reference DRN-6034530
19 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6034530 The complaint Mrs S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. Mrs S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by... (3 pages)View decision -
Decision Reference DRN-5987706
19 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5987706 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6034604
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6034604 The complaint Mrs N’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’) and (2) d... (10 pages)View decision -
Decision Reference DRN-5701128
19 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5701128 The complaint Miss H complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“Barclays PF”) irresponsibly entered into a conditional sale agreement with her. What happened In October 2017, Barclays PF provided Miss H with finance for a used... (3 pages)View decision -
Decision Reference DRN-5753324
19 Dec 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5753324 The complaint Mr W and Ms H complained that Highway Insurance Company Limited (“Highway”) unfairly declined their claim for damage caused by an escape of water, under their home buildings insurance policy. I’ll refer to Mr W for ease. What happened Mr W found a damp patch on... (6 pages)View decision -
Decision Reference DRN-5966809
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5966809 The complaint Mrs V complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the k... (3 pages)View decision
