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 401363 results
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Decision Reference DRN-6120450
17 Mar 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6120450 The complaint Mr R complains that the new van he acquired financed through a hire agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Commercial Vehicle Financial Services (“VWFS”) wasn’t of satisfactory quality. What happened In March 2024 Mr R a... (5 pages)View decision -
Decision Reference DRN-6213766
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6213766 The complaint Miss L complains that National Westminster Bank Plc did not tell her clearly that her overdraft facility would be removed. What happened Miss L opened an account with NatWest in August 2024. It came with a £2,000 overdraft facility. Miss L paid £100 into the ac... (2 pages)View decision -
Decision Reference DRN-6229990
17 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6229990 The complaint Mrs R’s complaint is that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by providing a loan to her through an unauthorised credit broker. What happened Mrs R purchased membership of a t... (2 pages)View decision -
Decision Reference DRN-5501096
17 Mar 2026 Zurich Assurance Ltd Not upheldInsuranceDRN-5501096 The complaint Mrs P says she was mis-sold a protection policy by Zurich Assurance Ltd (Zurich). What happened Mrs P and her husband met with an adviser from Allied Dunbar Assurance plc in around July 1995 to discuss their protection provision. Zurich are now responsible to ... (3 pages)View decision -
Decision Reference DRN-6137419
17 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6137419 The complaint Mr F complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2006. Mr F acquired the car in M... (3 pages)View decision -
Decision Reference DRN-5875919
17 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5875919 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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... (13 pages)View decision -
Decision Reference DRN-6231561
17 Mar 2026 Lendable Ltd UpheldBanking and PaymentsDRN-6231561 The complaint Ms B complains Lendable Ltd trading as Zable (Zable) lent to her irresponsibly, approving her for a credit card that was unaffordable, due to the credit she already had. She also says Zable treated her unfairly when she informed them about her circumstances and... (6 pages)View decision -
Decision Reference DRN-6116393
17 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6116393 The complaint The estate of Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with the late Mr F under Section 140A of... (5 pages)View decision -
Decision Reference DRN-5996574
17 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5996574 The complaint Mr D complains Monzo Bank Ltd (Monzo) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr D says he discovered an ... (3 pages)View decision -
Decision Reference DRN-6216910
17 Mar 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6216910 The complaint Vanquis Bank Limited provided Mr Y with a credit card in 2020. It had a credit limit of £250. The credit limit was increased to £500 in 2022 and £850 in 2025. Mr Y says the credit was provided irresponsibly. What happened The details of this complaint are wel... (2 pages)View decision