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
-
Decision Reference DRN-6093794
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6093794 The complaint Mr T’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... (14 pages)View decision -
Decision Reference DRN-6025674
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6025674 The complaint Miss A complains that Bank of Scotland plc trading as Halifax made unprofessional and inappropriate comments during its calls with her. The calls were in relation to romance/friendship scams, and Miss A has explained she felt blamed and dismissed by the agent s... (2 pages)View decision -
Decision Reference DRN-5916648
21 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5916648 The complaint Mr W complains that Zopa Bank Limited lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr W applied for a Zopa credit card in October 2023. In his application, Mr W said he was employed full time with... (3 pages)View decision -
Decision Reference DRN-5805935
21 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5805935 The complaint Mr Z is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Ltd was of an unsatisfactory quality. What happened In August 2024, Mr Z was supplied with a used car through a hire purchase agreement with Tandem. The agreem... (4 pages)View decision -
Decision Reference DRN-6091934
21 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6091934 The complaint Ms O has complained that Tesco Underwriting Limited has unfairly declined a claim she made for storm damage to her roof and a brick wall under her home insurance policy. All reference to the insurer Tesco in my decision includes its agents. What happened In Jan... (6 pages)View decision -
Decision Reference DRN-5780697
21 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5780697 The complaint Mr M complains about a regulated hire purchase agreement he had with Volkswagen Financial Services (UK) Limited (VWFS). Mr M exercised his right to voluntary terminate the hire purchase agreement and is unhappy that VWFS has applied a charge for excess mileage.... (4 pages)View decision -
Decision Reference DRN-6023335
21 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6023335 The complaint Mr B complains that Metro Bank PLC irresponsibly lent to him. What happened Mr B applied for a Metro credit card in March 2024, and his application was accepted with a £4,000 credit limit. Mr B says that Metro irresponsibly lent to him, and he made a complaint ... (4 pages)View decision -
Decision Reference DRN-5904131
21 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5904131 The complaint Mr O and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2023, Mr O and Mrs O were introduced to an investment by a company I’ll refer to as M. ... (3 pages)View decision -
Decision Reference DRN-6062900
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6062900 The complaint Mr M complains that Bank of Scotland plc (BoS) failed to pursue his chargeback request and delayed responding to his complaint. What happened Mr M used his brother’s gambling account and placed funds from his BoS account into it. He had a win which was due to p... (2 pages)View decision -
Decision Reference DRN-5756518
21 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5756518 The complaint Miss K complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her a loan without carrying out sufficient affordability checks. What happened Miss K was granted one instalment loan of £900 in March 2024, and she was due to make 10 monthly ... (3 pages)View decision