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-6281519
21 Apr 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6281519 The complaint Mr K complains that a car that was supplied to him under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr K under a finance agreement with CA Auto Finance that he signed in January 2... (3 pages)View decision -
Decision Reference DRN-6040671
21 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6040671 The complaint Mr and Mrs I say that Shawbrook Bank Limited (the Lender) unfairly declined claims they made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In November 2012, Mr and Mrs I purchased a timeshare membership from a timeshare provider (the ... (2 pages)View decision -
Decision Reference DRN-6185611
21 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6185611 The complaint Mr M has complained that HSBC UK Bank Plc won’t refund the money he lost to a scam. What happened In summary, in summer 2025, Mr M made a purchase on a scammer’s website which had been made up to look like a genuine merchant. To pay for the purchase, Mr M used ... (3 pages)View decision -
Decision Reference DRN-6296951
21 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6296951 The complaint Mr L is unhappy that HSBC UK Bank Plc won’t refund a payment he made as part of a scam. What happened Mr L says he came across an advert on social media for a cryptocurrency investment opportunity, offered by a platform I’ll call “T”, that was seemingly endorse... (6 pages)View decision -
Decision Reference DRN-6285340
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6285340 The complaint Mr E complains that National Westminster Bank PLC (“NW”) allowed him to use his account to enter into gambling transactions worth over £85,000 despite him applying a gambling block. What happened Mr E holds an account with NW. He’s unhappy that gambling transac... (3 pages)View decision -
Decision Reference DRN-6141844
21 Apr 2026 Lendable Ltd Not upheldConsumer CreditDRN-6141844 The complaint Mr F complains that Lendable Ltd irresponsibly lent to him in March 2018. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Lendable pr... (6 pages)View decision -
Decision Reference DRN-6144954
21 Apr 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-6144954 The complaint Ms O is unhappy that RCI Financial Services Limited trading as Nissan Finance (‘RCI’) terminated and defaulted a hire purchase agreement she had with them after she was unable to pay the final payment. What happened In April 2022, Ms O was supplied with a used... (4 pages)View decision -
Decision Reference DRN-6298961
21 Apr 2026 Maiden Life Försäkrings AB, UK Branch Not upheldInsuranceDRN-6298961 The complaint Mrs D and Mr D have complained that Maiden Life Försäkrings AB, UK Branch cancelled their family protection plan when withdrawing from the UK market. What happened Since 2008 Mrs D has been insured under a Family Protection Plan. The policyholder was her credi... (3 pages)View decision -
Decision Reference DRN-6271057
21 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6271057 The complaint Mr R complains that Oakbrook Finance Limited trading as Finio Loans lent irresponsibly when it approved his loan application. What happened Mr R applied for a loan of £4,500 plus interest with Oakbrook in April 2023. In his application, Mr R said he was employ... (3 pages)View decision -
Decision Reference DRN-6107388
21 Apr 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6107388 The complaint Mr J complains about the settlement that Acromas Insurance Company Limited offered him following the total loss of his car. He wants it to pay him a fair settlement. What happened Mr J’s car was flood damaged and declared to be a total loss. Acromas offered Mr... (3 pages)View decision