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 393318 results
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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 -
Decision Reference DRN-4437248
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4437248 The complaint Mr C complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (‘Novuna’) is liable to pay him compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it p... (5 pages)View decision