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-6089812
19 Jan 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6089812 The complaint Miss F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mis... (6 pages)View decision -
Decision Reference DRN-5838661
19 Jan 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5838661 The complaint A company, which I’ll refer to as B, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted the company’s access to funds in its seller account. What happened B is a seller on Amazon. The company complains that substantial funds in its seller... (3 pages)View decision -
Decision Reference DRN-5715919
19 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5715919 The complaint Mrs M complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance. What happened Santander supplied Mrs M with a used car on a conditional sale agreement in November 2021. The cash price of the... (5 pages)View decision -
Decision Reference DRN-5836381
19 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5836381 The complaint Mr C is unhappy that Nationwide Building Society returned a payment he made to his Nationwide credit card account and didn’t notify him that the payment had been returned. What happened On 11 June 2025, Mr C tried to make a payment from his Nationwide current a... (3 pages)View decision -
Decision Reference DRN-6000005
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6000005 The complaint Mr M complained that Barclays Bank UK PLC failed in its duty of care to him and didn’t do enough to protect him from being a victim of crime. What happened Following a five-figure cash withdrawal at a Barclays branch, Mr M was robbed of the cash shortly after ... (3 pages)View decision -
Decision Reference DRN-5946685
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5946685 The complaint Mr S complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (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 unde... (12 pages)View decision -
Decision Reference DRN-6057876
19 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6057876 The complaint Mr K complains about how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled his claim to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disp... (4 pages)View decision -
Decision Reference DRN-6085258
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6085258 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... (12 pages)View decision -
Decision Reference DRN-5904837
19 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5904837 The complaint Mr H complains about the actions and service provided by HSBC UK Bank Plc when it blocked his account. To put things right, he wants an apology and compensation. What happened On 28 July 2025, HSBC was alerted by a third-party bank, on behalf of their customer... (3 pages)View decision -
Decision Reference DRN-5983081
19 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5983081 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) was of an unsatisfactory quality. Mr A has been represented during the claim and compla... (4 pages)View decision