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-5665105
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5665105 The complaint Mrs W and Mr W have complained about correspondence they’ve received from Santander UK Plc, regarding their overdraft. What happened Mrs W and Mr W had contacted Santander regarding their overdraft, as they were concerned it may be removed without notice. Howev... (2 pages)View decision -
Decision Reference DRN-6087454
19 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6087454 The complaint Mr R complains about how HSBC UK Bank Plc have dealt with him when he called to order a new chequebook. He has since said that he has been ‘barred’ from using his account and is very unhappy about this. What happened Mr R called HSBC to request a new cheque bo... (4 pages)View decision -
Decision Reference DRN-5995530
19 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5995530 The complaint Ms B complains that Tandem Motor Finance Limited trading as Tandem refused to continue to finance a vehicle supplied to her under a hire purchase agreement following the vehicle being declared a write off by her insurance provider. What happened In May 2025 Ms ... (3 pages)View decision -
Decision Reference DRN-6087317
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6087317 The complaint Miss D complains that Santander UK plc (Santander) irresponsibly provided her with a credit card. What happened Santander provided Miss D with a credit card in May 2022. The credit limit provided was £3,300. It was subsequently increased to £4,200 in December ... (3 pages)View decision -
Decision Reference DRN-6087277
19 Jan 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-6087277 The complaint Miss G complains that PayPal (Europe) S.a.r.l et Cie, S.C.A. (PayPal) acted irresponsibly by providing her with a credit card account. What happened In February 2022, PayPal approved Miss G’s application for a credit card, giving her a limit of £5,850. The lim... (3 pages)View decision -
Decision Reference DRN-6014366
19 Jan 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6014366 The complaint Mr I complains that a car supplied under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“Mobilize”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with ... (6 pages)View decision -
Decision Reference DRN-6087286
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6087286 The complaint Mr and Mrs Y’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-5970918
19 Jan 2026 RAC Insurance Limited UpheldInsuranceDRN-5970918 The complaint Mr K has complained about the way RAC Insurance Limited (RAC) handled a claim he made on the ‘key replace’ section of his Breakdown Cover insurance policy What happened In August 2025, Mr K lost his key, so he made a claim on the ‘key replace’ section of his po... (2 pages)View decision -
Decision Reference DRN-6086985
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6086985 The complaint Mr and Mrs D’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-5986135
19 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5986135 The complaint Mx M complains that Capital One (Europe) plc won’t accept an unenrolled deed poll in isolation as evidence of a name change in order to update their account. What happened Mx M wrote to Capital One to request the name on their account be updated in line with t... (3 pages)View decision